D.Fitz
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Last activity
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Activity overview
Latest activity by D.Fitz-
D.Fitz commented,
Thanks Brett Bowser but the article doesn't have any info on reporting when the tag was applied.
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D.Fitz commented,
We're seeing a lot of emails getting suspended due to them having 'Warning, this e-mail was sent from an external sender!' at the start of their email. This is pretty standard practice now, but the...
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D.Fitz commented,
I've just spent quite a bit of time updating all of our macros to add tags so that we can report on their usage. I go to build a report on macro usage and find that I can't report on when these tag...
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D.Fitz commented,
Is there any way to recreate this dynamically without the need to manually hardcode agents' names? Creating individual calculated metrics for a growing team of 50+ agents isn't viable so would be g...
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D.Fitz commented,
+1 This would allow us to built custom attributes to filter for specific keywords with far more accuracy than using this for the Header alone.
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D.Fitz created a post,
Option to Whitelist Words/Phrases from Automated ticket suspension
We're seeing a huge number of tickets get suspended at the moment. All of them are from corporate customers and have the standard 'EXT: Warning This Email Is From An External Sender' header. Spea...
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D.Fitz commented,
+1 for this. Our agent feedback is that Explore dashboards are too hard to access so they're using these stats far more regularly
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D.Fitz commented,
Any way to format the numbers in Drilled in results? We're drilling into our SLA % by Priority and the results are returning either 1 or 0, so we need to configure the 'Drill in' results to show as...
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D.Fitz created a post,
Calculating Solved Tickets Per Hours/Days Worked
Hi! I'm trying to find a way to calculate average tickets solved for days/hours that the agent has worked. The reasoning behind this is that we have some agents that don't work 5 days per week, so...
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D.Fitz commented,
How can we turn this into a CSAT percentage per agent?