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Jake Bantz
Adhésion le 14 avr. 2021
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Dernière activité le 03 janv. 2025
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Jake Bantz a créé un article,
Date de l’annonce | Début du déploiement | Fin du déploiement |
26 septembre 2024 | 26 septembre 2024 | 3 octobre 2024 |
Le jeu de données de tri intelligent d’Explore et le tableau de bord préconfiguré sont désormais disponibles pour les abonnés à l'IA avancée qui ont activé le tri intelligent.
Cette annonce couvre les sujets suivants :
Qu’est-ce qui va changer ?
Un jeu de données et un tableau de bord axés sur le tri intelligent ont été ajoutés pour permettre aux adeptes du tri intelligent d'identifier les opportunités d'amélioration des workflows sur la base des enrichissements du tri intelligent basés sur l'IA de Zendesk. Ces améliorations pourraient inclure des changements du routage ou des règles de gestion, de l'automatisation et des réponses automatiques, ainsi que des sujets de tickets de surface avec un nombre élevé de réponses d'agents ou de longs délais de résolution.
Pourquoi cette modification ?
En mettant en œuvre un jeu de données de tri intelligent, nous offrons une expérience Explore optimisée vous permettant d’interagir avec les mesures et les attributs spécifiques au tri intelligent tout en fournissant une variété de mesures largement adoptées pour vous aider à identifier les possibilités d'amélioration ainsi qu'à mesurer les changements que vous avez apportés en réponse à ces informations du tri intelligent.
Que dois-je faire ?
Les abonnés à l'IA avancée devront activer le tri intelligent pour au moins l'un des types de prédiction (intention, langue ou sentiment). Une fois l'option activée, des prédictions seront ajoutées aux tickets nouvellement créés qui correspondent aux critères définis dans vos paramètres. Lors de votre prochaine synchronisation Explore, ces données commenceront à apparaître dans les rapports personnalisés et le tableau de bord préconfiguré.
Les clients qui ont déjà activé le tri intelligent verront les données de prédiction du tri intelligent remontant au 3 août 2024. Pour les tickets créés avant cette date, vous pouvez utiliser les jeux de données de ticket et de messagerie pour créer des rapports personnalisés.
Pour en savoir plus sur le tableau de bord et le jeu de données du tri intelligent, consultez :
- Aperçu du tableau de bord de tri intelligent
- Analyse de votre activité de tri intelligent
- Mesures et attributs pour l’IA Zendesk
Si vous avez des commentaires ou des questions au sujet de cette annonce, consultez notre forum communautaire où nous recueillons et gérons les commentaires des clients sur les produits. Pour obtenir de l’aide d’ordre général concernant vos produits Zendesk, contactez l’Assistance client Zendesk.
Modification le 03 oct. 2024 · Jake Bantz
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Jake Bantz a ajouté un commentaire,
Hi Robert vanH
It is not possible to enable/disable by brand today. If you don't want the historic intelligent triage data and tags on those tickets, you could perhaps use a trigger to remove the values. Something like:
Conditions:
- (Meets All) Brand is not Brand A
- (Meets Any) Intent, Language, and Sentiment are present - this would be 3 separate conditions.
Actions:
- Set intent, language, sentiment, and their related confidence levels back to a blank value.
If you order this trigger high in your trigger list (at least before any intelligent triage based actions), it should wipe out the fields before those fields would impact your alternate brands' tickets.
As this is a workaround, I will capture your feedback for our team to look at for future enhancements, but hopefully this will help you limit the reach of intelligent triage while you try it out.
Afficher le commentaire · Publication le 12 août 2024 · Jake Bantz
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Jake Bantz a ajouté un commentaire,
Hello,
I did want to offer a potential option for your use case if you have Advanced AI on your account. Here are the basics:
- Create an automation with the conditions you want to meet.
- Set the actions in that automation to add a tag of your choice.
- Create a trigger which looks for the addition of that tag.
- Set the actions of that trigger to add an internal note to the ticket (similar to this example, but without the AI specific conditions).
This should result in a similar result to what you're requesting, but just needs a trigger to finish the job.
I hope this is helpful! Please let us know if you have any questions about this configuration.
Afficher le commentaire · Publication le 31 mai 2024 · Jake Bantz
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Jake Bantz a ajouté un commentaire,
Hi Govinda,
Thanks for posting! I'm not on the Explore team, but I'm a big fan and user of it. There is the ability to hide columns when showing a table visualization. You can navigate to the Chart Configuration tool (the icon that looks like a paintbrush) > Columns:
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If you click on the 👁️ icon (in the bottom right of my screenshot), you can hide or show the specific column. Is this what you had in mind? If not, can you please share more about the configuration of your report? The chart configuration tools offer quite a bit of customization in reports, so I hope you can find what you need.
Afficher le commentaire · Publication le 29 mai 2024 · Jake Bantz
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Jake Bantz a ajouté un commentaire,
Hello everyone! Jake here from the Zendesk product team, I appreciate you continuing to express interest in this feature and sharing your individual use cases.
We apologize for the delay on our end in providing you with an updated response to your feature request. We wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.
We are going to close this post as “not planned”. We will leave the post open for comment and encourage you to continue to add your use cases and support but want to remind folks, as is stated in our Community Guidelines, that we can not commit to prioritizing any one piece of feedback we receive in the community.
If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.
Afficher le commentaire · Modification le 17 mai 2024 · Jake Bantz
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Jake Bantz a ajouté un commentaire,
Hi Carrie,
Thanks a bunch for sharing your feedback on this. This behavior is common for Explore (not just Guide reporting) when reporting on events (like votes, comments, views), but the object to which the events are tied is deleted, archived, etc. The events no longer have a parent item under which we can aggregate these events. A workaround I've seen some customers use is to create a section where they can move articles that they want to archive, and instead restrict the viewing permissions to only admins or their KB team.
That being said, I will pull this into our product feedback so that we can assess this behavior for the Guide dataset as we make future dataset and dashboard updates.
Afficher le commentaire · Publication le 25 avr. 2024 · Jake Bantz
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Jake Bantz a ajouté un commentaire,
Hi Alexia, if you are a subscriber to Advanced AI, you should be able to activate any features which don't require intents. The instructions should be in the respective documentation for each feature listed here. The requirements for intent predictions is documented in this article which can hopefully help you identify why intent isn't available on your account.
If you are still unsure what's going on from that point, please engage our support team.
Afficher le commentaire · Publication le 16 avr. 2024 · Jake Bantz
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Jake Bantz a ajouté un commentaire,
Yes! Ctrl + z (or cmd + z on Mac) certainly work to undo. But as you called out - you may only want to change/revert part of the reply. Very valuable feedback that I'll pull in along with what you shared previously.
Thanks!
Afficher le commentaire · Publication le 22 mars 2024 · Jake Bantz
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Jake Bantz a ajouté un commentaire,
Hi all! These decisions are often made as data needs to be aggregated for user activities on an item like an article and digested specifically for Explore while also not impacting the front-end performance of Guide. Constantly updating something like an article record for each view (where there can be many per second) could have unwanted impacts, so we direct the data to our reporting platform which can handle such events.
I did want to highlight that a recurring export option is coming from our Explore team later this year which would hopefully solve for making the data more portable. You can read more about that announcement in Exporting datasets from Explore (Beta). The hope is that this can give the unified experience you're looking for to access your data while not having to resort to feature specific endpoints.
Afficher le commentaire · Publication le 20 mars 2024 · Jake Bantz
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Jake Bantz a ajouté un commentaire,
Hi Shannon,
Thanks for reaching out. I've pulled this insight into our product feedback tool to make sure it can be considered for future enhancements.
I was curious - where would you want (or what your agents) to see this comparison? Would it be in the comment composer? Some sort of undo/redo behavior? Or perhaps you visualize it in some other way?
Afficher le commentaire · Publication le 18 mars 2024 · Jake Bantz
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