Léna Consultante Zendesk

Is it possible to have all those KPIs in Explore? 
Especially for “available time” / agent and “absent time ” / agent if the account is not using OCR.

Hi There, 

Will the change attribute / metric feature will be available ? 
Same for top bottom feature? 

Thanks in advance. 

Hi There, 
Can you please provide more details on how to proceed to create a leasing contract as per your example in the article. This is not very clear :-) 
Also I would like to export all data about ticket & custom objects, is this possible? 
 

Hello, 
My account has 3 types of skills: 
Brands (only agent with the skill can work on the ticket). 

Topics (custom ticket fields: only agent with the skill can work on the ticket). 
Language The ticket should be first pushed to an agent with the skills but if no one is available in the next X minutes then assign the ticket to someone else with brand/topic skills. 

There's the option to turn on skills timeout, but we can't select the type of skills. 
Or 
We can use secondary groups under queue, but there's no delay. So if the Arabic agent has reach is ticket capacity the ticket will be directly routed to someone else; 

Do you have any workaround please? 

 

Hi I have in the events of some tickets from messaging: 
 

But I can't find the other ticket of the merge. This impacts reporting as I don't have any assignee for those. Which doesnt allow me at add this activity under the agent productivity. 

Why those tickets are closed by merge, which action/set up has generated this behavior. How can I do to have this tickets reflected in the agent activity in term of reports? 

Hi Barry Neary I am interested on having reasssigned tickets go back through queue logic. Can you assist to activate the setting on your back end 
:-) 
Thanks a lot 

I am facing an issue with the Metric change feature. 
I have selected: Change # ticket with a list of restricted metrics to display. 
One of them is First Reply Time (min) but the value displayed is the SUM and I would like to have the AVG or MED. How can I proceed to select the right agregator? 

 

Thanks, but satisfaction review are not available in this dashboard. For messaging they are all empty even if a review has been left by the customer. 

This doesn't includes messaging ticket. Any idea on how to display the satisfaction's comment in the ticket or report, when it's messaging ticket.

I would like to have the satisfaction review linked to each agent that has been assigned to a ticket. 

Actually right now only the last agent assigned is affected by the satisfaction review left by customer. 
How can I do to have report where the satisfaction is applied to all agent assigned. 

IE: 

My ticket 1234: has been first handled by agent 1 from customer support level 1. 

The ticket 1234 is then forwarded to the finance team and is handled by agent 2. 

The ticket is solved and receive a good review. 
Only agent 2 will be implacted by the review. I would like the review to be reflected in reports in both Agent 1 and agent 2, AND also in group customer support level 1 and finance team. 

Is there a workaround to make this?