Eli Phillips

Hi everyone, we are using ZD Professional. For us, agent availability doesn't show at all on the "Talk" tab--instead, it shows on the "Talk Live" tab. If you're just looking for a way to see which agents are currently online and available to take calls, this is the place to go.

Of course, being able to report on historical availability data over time (without making an API call) would be a great feature as well.

Are comments in Messaging tickets counted for this report?

I have a report that uses the COUNT(Agent comments) property alongside the D_COUNT(Tickets updated w/comment) property to count the number of messages an agent sends and the number of tickets they update by sending a message or making an internal comment.

However, one agent yesterday had the value of "3" for both metrics. This doesn't seem possible if Messaging ticket comments are included, since he made 3 comments in just one Messaging conversation.

Is there any way to use these creation channels in triggers? We need to sort tickets created by agents from tickets created by users to stop agent-created tickets from enrolling in other routing triggers. "Support UI" is not currently listed in the "channel" options in the trigger conditions.

Adding a use case for our company. 

We have projects in different stages, and each stage is managed by a back-end team that has its own customer-facing support team. Having calls to our general support number route to the appropriate support team based on the stage of the project would be a very helpful feature.

Unlike the use case above, we don't want to give customers specific numbers for each team--we want to take the burden of self-routing from the customer and connect them immediately to the correct agent.