Jose Resendiz
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Total activity88
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Last activity
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Member since
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Following0 users
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Votes25
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Activity overview
Latest activity by Jose Resendiz-
Jose Resendiz created a post,
Chat agent list added to main settings
In Zendesk's main settings, you can see what agents have talk, but you can't see which ones have chat. Need to add chat.
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Jose Resendiz commented,
Agent should have visibility of how long they have put a caller on hold. It's about baasic customer service. Hold time is a basic customer service phone metric; thus, the agent should have visibili...
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Jose Resendiz commented,
A high-profile client of ours is asking for this data.
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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
CompletedI 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!