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Samuel Velho

参加日2023年9月06日

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前回のアクティビティ2024年10月08日

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さんの最近のアクティビティ Samuel Velho

Samuel Velhoさんがコメントを作成しました:

コミュニティのコメント Q&A - Workforce management

Hi Jessica,

Thank you for reaching out regarding the behaviour of the Chrome Extension; we've received your feedback and will soon react to it and provide you with further assistance.

Thank you in advance for your attention on this matter.

コメントを表示 · 投稿日時:2024年5月20日 · Samuel Velho

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Samuel Velhoさんがコメントを作成しました:

コメントSetting up workforce management (WFM add-on)
Hi Minh Le,
 
You can reach out to the Support Team to receive further assistance on the Sandbox setup by following the steps described on this article:
 
Contacting Zendesk Customer Support
 
And we'll be on the lookout for your request :)  

コメントを表示 · 投稿日時:2024年4月05日 · Samuel Velho

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Samuel Velhoさんがコメントを作成しました:

コメントReporting on workforce performance (WFM add-on)
Hi Steve,
 
The Admin Log tool that you have access to is a Tymeshift Legacy feature, currently deprecated.
 
The Audit Log mentioned on this article belongs to our newly released features (V2), and it's currently in General Access for all V2 accounts; if you are interested in having access to this feature or migrate to a V2 only environment, please reach out to our Advocacy Team and we will assist you accordingly.

コメントを表示 · 投稿日時:2024年3月25日 · Samuel Velho

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Samuel Velhoさんがコメントを作成しました:

コメントGetting started with Zendesk workforce management
Hi Mohamed,
 
If the user's break ends and there's no ticket to clock into, there are a couple of options that can be considered:
 
. You can set up a General Task that the agent can clock into while waiting on the queue when there are no tickets
 
. You can also set an Automation to trigger after a certain amount of time, so that whenever the defined amount of time for the break is reached, the Automation can place the agent on a different Task (or even Untracked) according to what you've selected.
 
Do note that the Automations are an Early Access feature so they can only be enabled per request for your account; if this option interests you, please reach out to Tymeshift's Advocacy Team directly: Contacting Zendesk Customer Support

コメントを表示 · 投稿日時:2024年1月25日 · Samuel Velho

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Samuel Velhoさんがコメントを作成しました:

コメントGetting help with Zendesk Workforce management (WFM)

Hi Tatiana,

Thank you for your feedback, I'll make sure to share your input with my team for future improvements.

In the meantime, I would just add here the suggestion of checking out this video: Diving Deep: Real Time & Historical Report where we deep dive into the Agent Activity feature (starting at 12.26 mark)

Do reach out should anything else come up

コメントを表示 · 投稿日時:2023年12月12日 · Samuel Velho

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Samuel Velhoさんがコメントを作成しました:

コメントGetting help with Zendesk Workforce management (WFM)

Hi Tatiana,

Seems like we had a small hiccup with the article publishing; this has now been resolved and the link replaced with the following article: About the Agent Activity page

hope this helps!

コメントを表示 · 投稿日時:2023年12月11日 · Samuel Velho

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