Alice Vavasseur

1. Explore
2. ...
3. Building reports
4. Metrics and attributes for Zendesk Talk

Hi Dane ,I'm looking for the Quality of Service (QS) of my team. The closest metrics is % Inbound completion rate, but can you confirm that the inbounds are within business hours? The formula is (t...

• Ver comentario
• Alice Vavasseur
• Creación 6 de febrero de 2023 10:25
• 0 votos

1. Comunidad
2. Feedback - Ticketing System (Support)
3. Omnichannel Routing (OCR) available for Web widget tickets

Hi Barry, I see only abandoned calls (I did not set this trigger yet) and Web Widget.FYI, I already checked this with one of your support agent, as I did not understand why some tickets were not as...

• Ver comentario
• Alice Vavasseur
• Creación 8 de diciembre de 2022 09:45
• 0 votos

1. Comunidad
2. Feedback - Reporting and analytics (Explore)
3. Explore color conditional formatting is only in Table format :(

Agreed!

• Ver comentario
• Alice Vavasseur
• Creación 14 de noviembre de 2022 17:18
• 0 votos

1. Objects and rules
2. ...
3. Routing
4. Creating capacity rules to balance agent workloads

Hi,I have several questions concerning this topic:1- Is it possible to avoid that the first agent who connects in the morning receives most of the new tickets? Let's say we set a capacity rule to 1...

• Ver comentario
• Alice Vavasseur
• Creación 10 de noviembre de 2022 09:53
• 15 votos

1. Comunidad
2. Feedback - Ticketing System (Support)
3. Give Admins the ability to change Agent Status in Omnichannel

Agreed!

• Ver comentario
• Alice Vavasseur
• Creación 2 de noviembre de 2022 17:34
• 1 voto

1. Explore
2. ...
3. Metrics, attributes, and filters
4. What is the difference between Attempts and Answers in Explore Answer Bot reporting?

Hello, Thank you for these clarifications. Is there an Explore Recipe to check Unsuccessful Attemps, and more particulary the specific queries / questions asked by users for which the bot could not...

• Ver comentario
• Alice Vavasseur
• Editado 2 de septiembre de 2022 14:44
• 0 votos