VK
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VKさんの最近のアクティビティ-
VKさんがコメントを作成しました:
Furthermore, if an agent's % of achieved/breached is 80/20, is Explore able to deep dive into those figures and break down or list each ticket, its SLA time, and how long it took to answer that tic...
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VKさんがコメントを作成しました:
Can you help me understand some logic and how it would play into these reports? If we have a CCSS SLA that you have to answer a ticket within 15 minutes - what happens if a ticket gets created in t...
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VKさんがコメントを作成しました:
@Brett thank you for that, it looks like the routing schedule dropdown was already set to my schedule, so I'm all set. Thanks!
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VKさんがコメントを作成しました:
In 'settings > schedule' I have a schedule called Phone Hours; I changed the Monday-Friday hours, but is that all I need to do to ensure that we don't get calls (or rather, we get hit for missing c...
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VKさんがコメントを作成しました:
My big ask data is: If I have a goal of 95% of tickets solved within a certain time (set in the SLA's), I need to be able to see how many tickets the agents answered, and see how many of those tic...
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VKさんが投稿を作成しました:
Showing SLA metrics for specific agents over period of time
Hello! This is a big, multi-question ask so I'll try to be as succinct as possible. I am trying to setup Explore to see the total amount of achieved/breached tickets a certain group of agents (5 ag...
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VKさんがコメントを作成しました:
Thanks Brett & David
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VKさんがコメントを作成しました:
Hi David, yes, when I created the ticket in Slack I selected the correct group (CCSS); I also have a view in zendesk where all tickets assigned to that group live. I tested it out again this mor...
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VKさんがコメントを作成しました:
@David the settings are updated in one of my slack channels, you can see the settings notification here; I created a ticket in slack (which did indeed give me a notification) in that channel and up...
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VKさんがコメントを作成しました:
Thank you David! So this setting update will be global to whatever group I select in the settings? Is it global across all channels that have the Zendesk<>Slack integration, or do I need to manuall...