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Myron

Adhésion le 06 déc. 2021

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Dernière activité le 08 juin 2023

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Dernière activité effectuée par Myron

Myron a ajouté un commentaire,

Commentaire de la communauté Feedback - Chat and Messaging (Chat)

How do I apply a schedule to Zendesk Messaging? Is there a slider like for ZD Talk where you can designate days and hours?

 

Afficher le commentaire · Publication le 08 juin 2023 · Myron

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Myron a ajouté un commentaire,

Commentaire de la communauté Feedback - Voice (Talk)

You have my upvote on Availability, an essential metric in a contact center.

Afficher le commentaire · Publication le 04 nov. 2022 · Myron

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Myron a ajouté un commentaire,

CommentaireBuilding reports

Did I miss it? I need a reference to agent availability, and actual time in queue, e.g., available for calls in addition to time handling a call. It includes a log of time in, online, and offline. Please advise. Any suggestions?

Afficher le commentaire · Publication le 03 nov. 2022 · Myron

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Myron a créé une publication,

Publication Feedback - Reporting and analytics (Explore)

Publication le 06 oct. 2022 · Myron

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Myron a ajouté un commentaire,

CommentaireHow to report on Talk and Text

Ditto on wanting to see an Average Wait Time for business hours, or to the Talk Schedule, re: Objects & Rules, Schedules. Does anyone know a way?

Afficher le commentaire · Publication le 23 août 2022 · Myron

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Myron a ajouté un commentaire,

Commentaire de la communauté Feedback - Voice (Talk)

Yes, I use agent availability in conjunction with various call counts, number handled, transferred, declined, outbound; average talk time, after call work, handle time. They are factored into performance tiers, e.g., above average, average, and below average. The same metrics are applied to the department, teams, agents, etc. And yes, availability in minutes and percentage will be much appreciated.

Afficher le commentaire · Publication le 27 avr. 2022 · Myron

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Myron a ajouté un commentaire,

CommentaireTicket basics

When responding to a Support ticket, how do I respond to a Talk call without losing the email that is in progress?

Afficher le commentaire · Publication le 27 avr. 2022 · Myron

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CommentaireTicket basics

With ticket redaction, how do you redact the recorded call?

 

Afficher le commentaire · Publication le 25 avr. 2022 · Myron

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Myron a ajouté un commentaire,

CommentaireSecurity and user access in Zendesk Support

What about redacting credit card numbers from the recordings? Is there a way to automate redaction in a conversation?

Afficher le commentaire · Publication le 25 avr. 2022 · Myron

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Myron a ajouté un commentaire,

CommentaireTicket management

How can I disable the Suspended ticket folder altogether? I find it populated with voice messages that appear to have been dialed from VoIP or a computer.

Afficher le commentaire · Publication le 03 févr. 2022 · Myron

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