Jose Gonzales

This would be a welcomed addition to features! Often time it creates a lack of productivity with agents reading through and talking about negative satisfaction and a dip in moral when agents see negative reviews. Since agents can see these as well, there has been an occasion where the agent responded to the customers bad review in a less than ideal manner.

Do we have any new info on this feature being available @productmanagers???

Hello @ Nicole,

Is the enhancement @Jenny previously referred to still on the road-map? Do we know exactly what features it will bring and when it may be released?

Hello Bradley. I just made a simple metric to display the percentage of calls answered.

1. Click the Reporting icon ( ) in the agent interface, then open the Insights tab.
2. Click the GoodData link in the upper right corner.
3. Click Reports .
4. Click the green Create Report in the upper right corner.
5. In the What menu, click the (advanced) link next to Add new metric .
   
   I have my number format set as the following:
   [<.65][red]#,#.##%;
   [<.75][yellow]#,#.##%;
   [>=.75][green]#,#.##%

I did have to create a custom metric.

Under MAQL
SELECT #Accepted Calls / #Inbound Calls

I then made 1 widget in the dashboard. This is set to display 'current' info. The other is a report with a date timeline so that I could easily compare changes for a period of time.

I did find that this KPI can be created in Insights. I just had to make a custom metric for it in Good Data. The downside is this is in Insights and only refreshes on the hour. It also is not easily visible to the team or anybody who doesn't have access to reporting.

Hi everybody!

So a work around that a  ZenDesk Talk specialist suggested works really well for us.

I have created a secondary group for my team leads. This is their default group. When they are functioning as a normal agent they will have both their team lead and agent group active. 

The team lead group is not assigned to any phone lines. When they need to accept an escalated call, an agent will chat them and the team lead will make themselves inactive in the agent group. They will then go available and can accept a transfer.

It may sound like it is complicated or time consuming but this all takes seconds and has been a wonderful solution in the meantime. I hope this helps!

Kindly,
Jose

 Talk lacks the ability to see a service level at a glance. All other call center software offers this view and many allow customization of the equation that calculates the percentage of service offered. For example, what percentage of calls have been answered in a target time of 30 seconds, or what percentage of calls offered have been answered. This type of live metric is essential in call centers that need to keep a regular pulse on the performance of their call center as well as time management groups for forecasting staffing levels.

Hello,

In our customer service center we have team leads that handle escalated calls as well as regular calls through the queue.  It would be extremely useful to have the ability to transfer to offline agents. For instance, if a team lead was notified by an agent that they had an escalated call, then the team lead could go offline and accept the transfer. Alternatively, a visual call queue would be helpful so the team lead or a supervisor could see the transfer in a queue and mark the escalated call with a higher priority. This way it would be the next call offered to the team lead, or they could have the ability to pull that call from the queue instead of another call ringing into them. In all other contact center software I have used, this was a possibility and it comes in handy on a daily basis. Hopefully this gets many upvotes and makes it on ZenDesks roadmap. =)

Another issue with ZenDesk talk. We moved away from ZenDesk entirely several years ago because talk simply didn't have enterprise-grade call center capabilities when it came to phone. Coming back to talk now that it is more developed is great but I can't believe how many things I keep finding that aren't available. It is truly baffling. 

This is an essential function. If an agent closes out their browser, talk needs to set the agent offline.  If an agent misses 2 calls consecutively it should also switch the agent to an offline status.

Setting business hours helps somewhat for after hours but during business one agent might go to break and forgets to go offline. It is a pain to have to monitor this throughout the day on top of other tasks.

Yes! This is an enhancement that is much needed. It would be great if statuses could be customized and reporting was detailed for schedule adherence purposes. 

The example that Steve gave was wonderful.