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Scot Sunnergren

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Activity overview

Latest activity by Scot Sunnergren
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    Scot Sunnergren created a post,

    Agent Online Metrics

    It appears that my post from a couple years ago on the lack of metrics to monitor our agents actual time on system is closed now so I cannot add more comments.  This is STILL a problem that Zendesk...

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    Scot Sunnergren commented,

    Zendesk do not seem interested in supplying proper agent management information. For some reason they do not think that people running a customer service group are interested in Workforce Managemen...

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    Scot Sunnergren commented,

    It is absurd that a customer service app does not have any way of determining a customer service agent's time in the system. This is desperately needed for proper management of a call center. 

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    Scot Sunnergren commented,

    This seems like a fairly basic kind of thing. A customer service manager has to be able to know when his people are working to get decent metrics on how efficiently they are working. The API is all...

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    Scot Sunnergren created a post,

    Agent Online Metrics

    The only metric that Zendesk Insight seems to be able to provide on whether an agent is online and doing their job seems to be a "last logged in" datetime.  The Chat System seems to know not only t...

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    Scot Sunnergren commented,

    So... we had 1 HP with 2gb memory and 3 ASUS with 4gb and they were all having issues when working with multiple chat sessions and a voice call. I believe that all of those have the lower, celeron ...

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    Scot Sunnergren commented,

    Thanks. But it never happens when we are watching... :)... Everything works fine and then we walk away and sometime later I hear the agent crying... I am currently trying to catch something in the ...

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    Scot Sunnergren commented,

    Thanks Carsten, They came with 4gb. Do they need more? Admittedly they are fairly intensive users with a dozen or more tabs open and multiple chats running along with talk.  

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    Scot Sunnergren created a post,

    ChromeBook / ChromeBox

    Does anyone have experience using a ChromeBook or ChromeBox with Zendesk? I wanted to set my agents up using these and bought both an HP and an ASUS.  The agents using these, and not those on pcs i...