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Tracy Scuderi

Joined Jan 24, 2024

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Last activity Jul 05, 2024

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Latest activity by Tracy Scuderi

Tracy Scuderi commented,

Community comment Feedback - Reporting and analytics (Explore)

+1 on this.

 

In the meantime Wojciech Smajda , is there any way to pull the requestor entries in the ticket contents into an explore report so that we can export it and manually create a word cloud outside Explore?

View comment · Posted Jul 05, 2024 · Tracy Scuderi

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Tracy Scuderi commented,

CommentManaging Talk

@... - Can I confirm that this feature is only available when call recording is enabled?

View comment · Posted Mar 01, 2024 · Tracy Scuderi

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Tracy Scuderi commented,

Community comment Q&A - Talk and text

Hi Brandon,

It has taken a while, but i have discovered what has occurred and why.

It would appear that when assessing WUT and Talk Time at the Call level, it is a summation of each of those attributes for each leg of the call. Therefore, the calls that display a WUT higher than the max time set for that phone number all have been transferred at least once, and each Leg Wrap-up Time Duration (and Talk Time)  is summed up in the Call Wrap-Up Time Duration.

To replicate this, I used the following metrics and attributes:

Metrics

Attributes (Row)

View comment · Edited Feb 07, 2024 · Tracy Scuderi

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Tracy Scuderi commented,

Community comment Q&A - Talk and text

Hi there,

If there is a maximum time limit set on a phone line, is there a way for an agent to extend wrap-up time  on calls where the maximum time set is not enough?

In addition, looking Zendesk Explore, I can see that there are instances of wrap-up time longer than the maximum set. How would this have happend?

View comment · Posted Jan 24, 2024 · Tracy Scuderi

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