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robert sutherland

Incorporación 25 ene 2022

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Última actividad 23 mar 2023

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Última actividad de robert sutherland

robert sutherland hizo un comentario,

Comentario de la comunidad Feedback - Voice (Talk)

Looking to move our Enterprise account and our $1,500+/mo subscription bills out of Zendesk ASAP because of how this "high priority" feature is being handled. OVER. FOUR. YEARS.

If I was a more cynical person, I would swear that this feature is intentionally being ignored as more  unnecessary routing -> longer call times -> more billable minutes.

Ver comentario · Publicado 29 dic 2022 · robert sutherland

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robert sutherland hizo un comentario,

ComentarioBuilding reports

I'm trying to do something which would presumably be very simple, but I don't think it is possible. I am trying to build a single report/pie chart that shows volumes of inbound contacts by channel (in our case voice, email, and chat). Doing this using the 'Support - Tickets' dataset leaves out any calls that didn't create a ticket (disconnected/abandoned calls... and though we can change the setting to create tickets for every abandoned call, that seems like a poor and unnecessary option to enable better reporting).

We're also not able to filter these contacts by relevant metadata (e.g. 'Call direction' in order to omit outbound contacts on voice) using only 'Support - Tickets' available data.

Ver comentario · Editado 04 jun 2022 · robert sutherland

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robert sutherland hizo un comentario,

ComentarioBuilding reports

+1

Ver comentario · Publicado 19 may 2022 · robert sutherland

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