Jeff Mooallem

We use Talk and Monet for WFM.

But Talk has very limited statuses for agents.  And no reporting for time tracking.

We need a solution for tracking agents' time.  Because we're not finding it, we are seriously investigating switching away from Talk and using RingCentral, which has this time tracking capability.  

Suggestions please?

We use Talk and Monet for WFM.

But Talk has very limited statuses for agents.

We're looking for an integrated add-on for agents to choose their status when they're not available for calls, like break, coaching, training, tech disruption.  This kind of reporting can let us see where they're spending their time when they're not available for calls (shrinkage).

Suggestions please?

We have 2 distinct organizations of licensed agents accessing the same one Enterprise account.  One organization uses Microsoft Active Directory and the other uses Google G-Suite/Workspace.

For security purposes, we want users from both organizations to be authenticated using single sign-on by their own identity management system.

Is this possible?  Is there an article?

Thanks

We use external sharing of dashboards with clients.  It allows us to give them a URL with the info they need.

But we also need high security for our internal users that log in.  For this, we want to implement IP restrictions.  But that is not practical for clients.

This feedback request is to allow an optional exemption to IP restrictions for external sharing of dashboards.

Our company uses Zendesk Support and our partner company uses Salesforce.  There is no current connection or overlapping data between the two systems.

Can this Zendesk-Salesforce integration be used as a connector for a Zendesk ticket to be "sent" to Salesforce as a support ticket transfer?  Or can you recommend a different product?