Zendesk Explore SHOULD contain data related to Side conversations. Specifically, we would like to know the number of side conversations (created and/or replied to) on an agent level. Agents take the time out of their day to email via side conversations in order to resolve their ticket. It is unfair to not include this work in calculating the total productivity of an agent throughout the day.
I have tried the "workaround" using triggers and tags and this is weak solution. (Mentioned here) These are the issues that I have found that prevent this solution from reporting correctly:
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