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Spencer Hutton
参加日2021年4月15日
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前回のアクティビティ2024年3月12日
I'm a Help Desk Manager. We have a team of 10 agents and use Zendesk to manage support tickets for all of our internal Team Members as well as hardware ordering and computer setups. I'm a data nerd and an amateur developer so I am very interested in gathering data from Zendesk in products like Explore and Power BI as well as building small desktop apps to work with tickets.
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さんの最近のアクティビティ Spencer Hutton
Spencer Huttonさんがコメントを作成しました:
I wanted to know the avg number of hours each agent was available each day so I made a new metric dividing this custom metric by the number of days the agent was available.
SUM(Agent time in state in Hours) / DCOUNT_VALUES([State start time - Date])
コメントを表示 · 投稿日時:2024年2月19日 · Spencer Hutton
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Spencer Huttonさんがコメントを作成しました:
Hi Jupete Manitas. The report was created from the Talk dataset. So it is using Talk data, not ticket data. The tickets are gone, but the Talk data still remains. So we have a record of these 25 abandoned calls and that's what I am trying to get rid of. I already had a support ticket on this a few weeks ago and was told to delete the tickets (which I did). Perhaps the request was misunderstood. Its the Talk data I am trying to delete.
コメントを表示 · 投稿日時:2023年5月15日 · Spencer Hutton
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Spencer Huttonさんがコメントを作成しました:
Yeah, I deleted, then permanently deleted the tickets that same day. I still show 25 abandoned calls from one day from when this one customer mistakenly butt-dialed us over and over. It's been about a little over a month.
コメントを表示 · 編集日時:2023年5月12日 · Spencer Hutton
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Spencer Huttonさんが投稿を作成しました:
Is it possible to delete talk data. I had a customer inadvertently call in 25 times during our team meeting when all agents were unavailable. How this happens, I have no idea. We received 25 calls abandoned in voicemail.
The resulting tickets were deleted (and permanently deleted), but the talk data still remains and affects our call acceptance metric. I calculate Accepted % as Accepted Calls / Total Inbound Calls. Since these calls were not accepted, we take a hit on the metric.
Is there any way to delete this data? We get some spam calls as well and it would be nice to clean that up.
投稿日時:2023年4月17日 · Spencer Hutton
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Spencer Huttonさんがコメントを作成しました:
Thanks for the replies! The change would definitely be communicated. My involvement would be more for consistency. We have a small team. Realizing now that in the time I have researched, I could have just sat down with each agent and made the change with them.
コメントを表示 · 投稿日時:2023年4月17日 · Spencer Hutton
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Spencer Huttonさんがコメントを作成しました:
Spencer Huttonさんが投稿を作成しました:
As an admin, I want to make a change to views that my agents created themselves for personal use. Is this possible? Even through the API, if I try to call the Show View endpoint, I get a Record Not Found response.
編集日時:2023年4月14日 · Spencer Hutton
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Spencer Huttonさんがコメントを作成しました:
I created a custom status as a test. Is it possible to delete it? It has not been used, and was immediately deactivated.
コメントを表示 · 投稿日時:2023年2月03日 · Spencer Hutton
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