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Tejas

Adhésion le 15 avr. 2021

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Dernière activité le 15 févr. 2023

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Dernière activité effectuée par Tejas

Tejas a ajouté un commentaire,

CommentaireBuilding reports

Ewa Kondratowicz

time tracking only captures time for the active ticket in a browser tab. We also have agents who open multiple tickets at a time ( in same browser tab), but as soon as agent moves from one ticket to another the time gets paused for 1st ticket and starts for another one.

I hope this helps.

Thanks & Regards,

Tejas Patil

Afficher le commentaire · Publication le 15 févr. 2023 · Tejas

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CommentaireBuilding reports

Ewa Kondratowicz

To track agents activity we use time tracking app, from that app we get the actual case handling time of the agent. This can also be used to show absence if no activity is captured for a given day.

 

 

I hope this helps.

Afficher le commentaire · Publication le 16 janv. 2023 · Tejas

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CommentaireWriting formulas

Thanks Gab, that's helpful.

 

Afficher le commentaire · Publication le 03 janv. 2023 · Tejas

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CommentaireWriting formulas

Hi Team,

Need your help in building an attribute function like,

 

If "A' is Blank then "B", if "B" is blank then "C",If "C" is Blank Then "D" else "A"

 

I tried to build using below but it only returns value of B when A is blank,

 

IF ([A] = NULL) THEN
    [B]
ELIF ([B] = NULL) THEN
    [C]
ELIF ([C] = NULL) THEN
    [D]
ELIF ([D] = NULL) THEN
    [A]
ENDIF

 

Thanks,

Tejas

Afficher le commentaire · Publication le 14 déc. 2022 · Tejas

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CommentaireEnd users and organizations

a Permanently deleted user was rehired and now we have created a new account for the user.

Few of the contacts (recent) sent by these user shows as contact actioned by deleted user.

I haved checked the Zendesk ID, both users have a different ID, ( Deleted user shows old ID by same agent). Considering this cound be issue with browser cache, user had re-install the browser but no luck in getting this sorted.

Any idea what could be the issue here?

Afficher le commentaire · Modification le 21 juil. 2022 · Tejas

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Tejas a ajouté un commentaire,

CommentaireGeneral questions about live chat

Hi Team,

"If the end user chats in again after an agent leaves, it pops back into the queue. In these cases, the history of their previous chat is present because it’s still considered the same chat session. Any subsequent messages are added to the chat session, and once ended are added to the history as a single entry."

Seems this is not applicable with the agent workplace, is it correct?

In Agent work place when agent leaves the chat, it shows customer has also left the chat. :(

 

Afficher le commentaire · Publication le 14 oct. 2021 · Tejas

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CommentaireAdditional ticket channels

Before you migrate is a broken link

Afficher le commentaire · Publication le 12 oct. 2021 · Tejas

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CommentaireExplore recipes

@... are you looking for something like below?

Afficher le commentaire · Publication le 27 juil. 2021 · Tejas

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CommentaireBuilding reports

@Adrian M. did you tried using the Metric filter to remove blank values for number of tickets metric?

Afficher le commentaire · Publication le 27 janv. 2021 · Tejas

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Commentaire de la communauté Feedback - Reporting and analytics (Explore)

Would like to see this feature soon..

Afficher le commentaire · Publication le 22 mai 2020 · Tejas

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