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Chanteena Murphy

가입한 날짜: 2021년 4월 15일

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마지막 활동: 2024년 11월 20일

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님의 최근 활동 Chanteena Murphy

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커뮤니티 댓글 Feedback - Voice (Talk)

This definitely needs to be a feature.  It would be very useful to see if there are customer issues or talk avoidance with agents!

댓글 보기 · 2024년 6월 27일에 게시됨 · Chanteena Murphy

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댓글Managing your email

This is a feature that would be incredibly helpful, however, I would like to see the ability to archive by Brand, meaning, entering an email address for archiving in the brand page.  This should allow the ability to filter out groups/confidential emails a bit easier than setting up triggers and rules either in an email inbox or Zendesk.  

Example - Finance Team and Customer Service team could have their own "Branded" tickets with their own group inbox for archiving without violating any confidential information of the ticket/issue in question. 

댓글 보기 · 2021년 4월 15일에 게시됨 · Chanteena Murphy

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댓글Using Built by Zendesk apps

Hi Nicole! 

We are trying to use a view that shows which tickets come in with attachments.  These are handled as a different priority group compared to other tickets and we would like to be able to see these before having to open each individual ticket. 

I have the view set up so that the tagged tickets show there, but it still requires a manual sorting/update process before it moves into this view. 

댓글 보기 · 2021년 2월 12일에 게시됨 · Chanteena Murphy

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댓글How to solve unexpected issues with reports

I am constantly getting this error while trying to select "Updater Name" filters.  I have already added an extra filter to narrow down "Updater Role" to Agent and Admin (or excluding null and end user) before attempting to load the "Updater Name" filters. 

 

댓글 보기 · 2021년 2월 11일에 게시됨 · Chanteena Murphy

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커뮤니티 댓글 Feedback - Reporting and analytics (Explore)

Agreed!  The PDF resolution quality is horrible!  I really want to see this improved ASAP.  Even taking a snip from the live dashboard turns out with low resolution.  It almost seems like the whole explore page (for reports and dashboards) is low resolution to begin with and this needs to be cleaned up! 

Additionally, if I have a tab on an explore dashboard that is just a text box (which I use to outline action steps for other people/departments) the export just has a blank green page with NO text on it whatsoever!  This is a huge issue and needs to be corrected. 

댓글 보기 · 2021년 1월 28일에 게시됨 · Chanteena Murphy

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댓글Using Built by Zendesk apps

Does the function of adding tags operate on ticket creation or just update?  I am looking for a way to recognize new tickets with attachments before the ticket gets opened by an agent (using the tags that are applied by this attachment manager), but it seems the tags do not get applied until the ticket is opened by an agent and then submitted. 

댓글 보기 · 2021년 1월 26일에 게시됨 · Chanteena Murphy

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댓글Building reports

Can you please define what is counted as a "Touch" in the following metrics?  I have reviewed our metrics and based on the initial percentages, it appears this only counts public agent replies. 

  • One-touch tickets: Tickets that were solved with only one agent reply.
  • Two-touch tickets: Tickets that were solved with two agent replies.
  • Multi-touch tickets: Tickets that were solved with more than two agent replies.

댓글 보기 · 2021년 1월 26일에 게시됨 · Chanteena Murphy

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커뮤니티 댓글 Feedback - Voice (Talk)

Agreed!  I want to be able to report on available time and away time via Explore! It is common practice in contact centers to be able to monitor status/time allocation on a daily basis and not having this ability is detrimental to the level of accountability! 

Additionally, I want to be able to have a Lunch/Break status in talk/chat as planned/allocated time in the day and only use "Away" as unallocated/unplanned time out of the system. 

댓글 보기 · 2020년 12월 22일에 게시됨 · Chanteena Murphy

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커뮤니티 댓글 Feedback - Reporting and analytics (Explore)

Agreed!  I want to be able to report on available time and away time via Explore! 

Additionally, I want to be able to have a Lunch/Break status in talk/chat as planned/allocated time in the day and only use "Away" as unallocated/unplanned time out of the system. 

댓글 보기 · 2020년 12월 22일에 게시됨 · Chanteena Murphy

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