Shawn Dismuke
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Total activity19
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Last activity
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Activity overview
Latest activity by Shawn Dismuke-
Shawn Dismuke commented,
Case in point; This is a dashboard we created internally based on data pulled from Talk via API. The State Time is a calculated number we've been playing around with to try to figure out whic...
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Shawn Dismuke commented,
Still looking for feedback here. As I noted here; https://support.zendesk.com/hc/en-us/articles/229415607; "I have seen agents that have been online and available for hours that haven't received a...
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Shawn Dismuke commented,
This is absolutely not the case. I have seen agents that have been online and available for hours that haven't received a call or changed state only to see an agent that had been offline, go onlin...
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Shawn Dismuke commented,
Thank you Ben. I have posted in the Talk Feedback section.
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Shawn Dismuke created a post,
Determining Agent's call position
Per my post from here; https://support.zendesk.com/hc/en-us/community/posts/360048415694-How-to-determine-a-Talk-agent-s-round-robin-position?input_string=Agent%27s%20position%20in%20queue I'm post...
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Shawn Dismuke commented,
Hi Ben. I understand the concept behind the routing process as you linked to. What I'm looking for, is a way to with just a glance, determine who is the agent currently due to receive the next ca...
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Shawn Dismuke commented,
We've looked at a ton of different hardware to overcome this issue as well to no avail. No one wants to wear a headset all day long. And no one has the time or screen real estate to have the app f...
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Shawn Dismuke commented,
We had the same request.
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Shawn Dismuke created a post,
How to determine a Talk agent's round robin position
How can I determine a Talk agent's position in the round robin queue? Supposedly it's based on the agent's length of time in Online/Available state but there's no timer that I'm aware of that I ...