Akshay Gupta

Hey, we tried setting up the LMS, but while testing the BOT flow, it kept loading and didn't turn out as expected. Could someone help us fix this?

Hello,

Is there a solution to the issue with the reports mentioned above?

We specifically need the CSAT rating to reflect multiple agent CSAT scores for a single messaging or support ticket. For example, if a good rating is given to A1 and a bad rating to A2, we should be able to see both in the report. Currently, I don't have visibility of this.

This issue is hindering the accurate tracking of the agents' overall KPIs and performance.

Hello everyone,

I'm working on creating a customer repeat interaction dashboard in Explore, but I'm having trouble applying the countif function to track how many times customers have contacted the support team.

Zendesk Team - This is left unanswered, is there any way to calculate AHT/CSAT at a agent level ?

Hey, I want to build a similar dashboard but more of to track live agent login hours, such as Total login hours, total breaks taken, state wise duration at an agent level etc.

This is will help us to track the agents better from an governance standpoint and will directly have an impact on agent efficiencies. 

Thanks for this Sarah !

Our requirement is similar; we need information about both the parent and child tickets. However, currently, this isn't possible. Secondly, I attempted to use the formula REGEXP_EXTRACT([Ticket external ID], "^zen:side_conversation:.*:(\d+)$"), but I only managed to extract the ticket ID. Other information remains invisible even after updating the field name in the formula.

Hey, our requirement is similar; we need information about both the parent and child tickets. However, currently, this isn't possible. Secondly, I attempted to use the formula REGEXP_EXTRACT([Ticket external ID], "^zen:side_conversation:.*:(\d+)$"), but I only managed to extract the ticket ID. Other information remains invisible even after updating the field name in the formula.