Matt Winer

1. Support
2. ...
3. Best practices and recipes
4. Time Tracking recipe: A look inside your agents' day-to-day productivity (Insights only)

So this is what my graph looks like.  Not sure if it's right, it was only showing Agents initially.. But now it's showing end users too... not sure why that's hapening **and as just a disclaimer**,...

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• Matt Winer
• Création 9 juin 2017 14:24
• 0 vote

1. Support
2. ...
3. Best practices and recipes
4. Time Tracking recipe: Leaderboards, time logs, top customers (Insights only)

Hey Felix,  Did you go through the first step and create those metrics?  1) The time-tracking metrics you need to be measuring http://support.zendesk.com/entries/78238928-Time-Tracking-Recipes-Thre...

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• Matt Winer
• Création 28 mai 2017 21:03
• 1 vote

1. Support
2. ...
3. Best practices and recipes
4. Time Tracking recipe: A look inside your agents' day-to-day productivity (Insights only)

Could you re post the example picture of the report so I can see if I'm close? Thanks!

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• Matt Winer
• Création 26 mai 2017 13:35
• 2 votes

1. Support
2. ...
3. Best practices and recipes
4. Time Tracking recipe: Leaderboards, time logs, top customers (Insights only)

Yeah, that was a stupid mistake.  Of course there's nothing last week, I only turned it on this week.  :)  thanks! 

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• Matt Winer
• Création 26 mai 2017 12:44
• 1 vote

1. Communauté
2. Support Q&A
3. Advanced Filtering on a View

Here are the three scenarios:   if the ticket is on-hold AND has tag "jv_box", then do not display   but..   if ticket is < on-hold AND has tag "jv_box", then ok to display   ALSO...   Ok to disp...

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• Matt Winer
• Création 25 mai 2017 15:19
• 0 vote

1. Support
2. ...
3. Best practices and recipes
4. Time Tracking recipe: Leaderboards, time logs, top customers (Insights only)

So I did the first one " How much time did my support agents spend working on tickets last week?" Prior to putting the filter in I have results But then when I put the filter in: Week (Mon-Sun)/Ye...

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• Matt Winer
• Création 25 mai 2017 13:22
• 0 vote

1. Communauté
2. Support Q&A
3. ChromeBook / ChromeBox

Yeah keep us posted.  We are using two acer chromebook 15 units.  But haven't turned on Talk yet.  I'm hoping they are able to keep up. Good luck.

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• Matt Winer
• Création 23 mai 2017 21:49
• 0 vote

1. Communauté
2. User Tips & Tricks
3. How to email ticket info automatically to Non-Agents

Any way to setup an email target to go to more then one person.  I need to notify my leadership team.  Seems silly to setup one target per email.

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• Matt Winer
• Création 23 mai 2017 15:41
• 0 vote