I am looking to drill in to the monthly figures from our Zendesk chats. I would like to filter/count on the type of issue. This would be entered by a tag from the agent once they know what kind of issue it is. For example wiring fault, software, hardware, lack of knowledge etc.
The thing is my team do not remember to tag the chats. Could there be a feature to either not allow, end chat with out tagging it of reminding the agent to tag. This would have to be an optional feature, i'm sure not everyone would want this.
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