Jose Resendiz
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Activity overview
Latest activity by Jose Resendiz-
Jose Resendiz commented,
Same here. We have over 50 lines with IVRs that consist of self-help information. We need to measure how effective adding a self-help menu (IVR) has been. Is there any reporting that can provide this?
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Jose Resendiz created a post,
Alphabetizing Greetings when creating routes
I have about 100 greetings so far, and when I go to create a route in my IVR, it's painful.
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Jose Resendiz commented,
I like Zendesk, but for call centers, the Service Level % is a mainstay. There should be a report where you... Choose the phone line you want measured Enter the service level threshold (i.e. 20 se...
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Jose Resendiz commented,
Same here! We have dozens of phone lines, and many groups. Visibility would increase our effectiveness. Add to that the ability to cherry-pick a call from a phone line.
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Jose Resendiz commented,
Same here! We use a database system that we need to copy the email address from Zendesk User to then paste in our our database system to locate their account.
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Jose Resendiz created a post,
Visibility to agents assigned chat licenses
AnsweredI'd like to have visibility on which agents have chat licenses assigned from the Zendesk Admin screen. Chat needs be be more integrated into main product.
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Jose Resendiz commented,
Yes, we need it!
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Jose Resendiz commented,
I have a similar request. I 'd like to gave the greetings in alphabetical order so when I create my IVR, they are easy to locate.
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Jose Resendiz commented,
Use case. Some tickets from specific clients or users need alerts to agents. I could use a trigger to add an internal comment alerting agent of special process for that client or user.
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Jose Resendiz commented,
We receive hundreds of voicemails each day, which I know is a problem in itself. However, we would love to filter them by their actual length as we find that most under 5 seconds long are empty; th...