Dominique Hopson

Hello,

I read that no-reply are suspended because we are not able to reply to them. Is there a way to trigger certain no-reply to stop going to suspended folder? We get important information from certain no-reply emails that should not go to suspended folders. Is there a way to trigger that exact no-reply email? 

Hello,

Can you explain the formula used for the completion rate? I understand the that is calculated by 

• The Call completion % rate displayed in that report is the number of Completed calls divided by the total number of calls (inbound and outbound). Note that Zendesk does supply separate Inbound completion % rate and Outbound completion % rate as well, but those aren't displayed here, so you could create your own dashboard showing those numbers if you wanted to see them broken out.
• Completed calls (see Call completion status) do include successful voicemails; they don't include calls that were not answered, or that were abandoned in the IVR, queue, voicemail, or on-hold.

But, how is the system calculation the completed calls? When I calculate I don't get 63.6% but I could be calculating this incorrectly. Please advise, thank you.