Marylou Scott-Smith

Customer Experience Manager at Rebel

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  • Handled calls vs Accepted calls

    After reading multiple posts on this topic, I am still struggling to find the difference between Handled Calls and Accepted Calls.  I want to know how many calls each agent handled in a designated ...

  • Limits to Chat Analytics


    Limits to Chat Analytics – Zendesk Support Why can I only pull chat analytics for the past 90 days?  Would like to be able to pull team and agent-level performance numbers ...

  • Filter out abandoned calls


    https://www.talkdesk.com/blog/short-abandoned-calls-filter   Removing callbacks from the abandon rate would also be helpful.