Ewa Kondratowicz

Hi All,

Some of our clients choose to type “yes” instead of clicking on it when the Bot asks them to confirm something.  It leads to absurd situation like that:

"Bot: I understand you would like to close your account.  Is that right? (displays yes and no options)

Client: yes (typed)

Bot: I'm sorry, I didn't understand that. Can you please try rephrasing it?"

If the client writes 'yes' instead of clicking on this option, bot treats this as a separate question and asks to rephrase it.  The problem is that This is really frustrating to clients and makes a horrible impression.

Does anyone have a solution for that?

Thanks!

Tejas  When I've tired a time tracking app the results were nonsensical, because agents tend to have more than one ticket open at the time.  How did you resolve that?

Thanks!

Hi,

Is there a way of including Out Of Office tags (on an agent level) in the solved tickets (productivity) raports?  Or did anyone figure out how to include info on how many days agents were in (working) in the solved tickets reports?

I would really like for the Agent efficiency/productivity reports to show not only how many tickets they solved, but also how many days they've been at work.  So basically - not to show Holidays/sick leaves etc and not to compare number of solved cases between agents who were in and the ones who were off half of the month.  We're using Out Of Office app, which adds tags on the Agent level when they are OOO.  

Thanks for any suggestions!

@...

Choose # Users in What, User Name and User Role in How and User Role isn't End-user in Filters.  Et voila! :)

Hope it helps!

Hi Roman Sheydvasser,

I recommend using Zendesk Analytics (Insights) report for that.  You can create a simple report showing all the users (and filter out all end-users) along with their role (Agent, Administrator).  It's not showing the most up to date status - the data is downloaded only once a day, but that's enough for me.