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Yasser Taraka

가입한 날짜: 2023년 2월 22일

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마지막 활동: 2024년 8월 23일

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커뮤니티 댓글 Q&A - Reporting and analytics

Hey Gab, I still don't fully understand. I just set the channel to Support and it showed me the following statuses: Away, Online, Transfer Only and Offline (and not just Online and Offline). 

I still do not grasp the difference between the 2 channels in terms of reporting and between Unified Online and Online statuses. 

Do we have to select both channels for optimal and all-inclusive results?

댓글 보기 · 2024년 1월 22일에 게시됨 · Yasser Taraka

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커뮤니티 댓글 Q&A - Reporting and analytics

I understand that datasets are different and have different purposes and metrics, my question was about the Omnichannel: Agent State dataset and specifically the Channel attribute within this dataset. 

It includes the values "Unified" and "Support", what is the difference between the Unified channel within the Agent State data set and Support channel? 

Your documentation does not specify this, could it be that "Support" channel means tickets where agents did not set a unified status and "Unified" captures all the interactions where unified agent status was set? 

댓글 보기 · 2024년 1월 19일에 게시됨 · Yasser Taraka

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게시물 Q&A - Reporting and analytics

What is the distinction between Support and Unified in the channel options for Omnichannel: Agent State Dataset?

2024년 1월 17일에 게시됨 · Yasser Taraka

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커뮤니티 댓글 Feedback - Apps and integrations (Platform)

We would like to have the ability to have other non-admin custom roles to also have the ability to set agents as Out of Office in case agents forget to do so. This is invaluable for our operations, would reduce potential human error and would offer a much needed flexibility for our leads. 

댓글 보기 · 2024년 1월 17일에 게시됨 · Yasser Taraka

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게시물 Feedback - Admin Center

I have created a new custom role with the provide some agents the ability to delete end users. However, the ability to bulk delete is still only available to Admin users. 

This article: https://support.zendesk.com/hc/en-us/articles/4408821737498-Deleting-end-users does not outline that. 

Please enable the ability to bulk delete to all users with the permission to delete end users.

2023년 6월 15일에 게시됨 · Yasser Taraka

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커뮤니티 댓글 Feedback - Ticketing system (Support)

When exporting the audit log data as a csv, I am finding myself having to go through each individual activity (I am interested in investigating) and laying all the "From" and "To" changes and parsing through the text and often times Field or member IDs to track the actual distinct change that occurred.  

It would be very helpful to be able to only see the added or removed condition or action in a given activity.  

댓글 보기 · 2023년 5월 17일에 게시됨 · Yasser Taraka

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커뮤니티 댓글 Feedback - Ticketing system (Support)

2 requests: 

- Ability to see granular changes like ticket form conditions

- Seeing the exact changes straight away, instead of having to parse it manually through the "From" to "To" in the activity section.  

 

Thanks 

댓글 보기 · 2023년 5월 17일에 게시됨 · Yasser Taraka

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게시물 Feedback - Chat and Messaging (Chat)

Request to enable cloning for individual Answers or bot flows. 

Right now, it is only possible to clone the entire Bot, as opposed to cloning individual/specific Answer flows.

2023년 2월 22일에 게시됨 · Yasser Taraka

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