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Ruth PCL
가입한 날짜: 2022년 6월 22일
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마지막 활동: 2023년 5월 16일
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님의 최근 활동 Ruth PCL
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Just wanted to say that since my original comment, one of my clients had to fire an agent for low performance and one of the reports they were looking for was how many times the agent was available vs not. It was quite laughable (in a bad way) that we had no way of pulling this information from ZD. Thankfully, this particular agent had issues in other areas that could be documented but this is now a liability concern for my client and they want me to provide alternatives to ZD. Such a shame. Up until now I put all of my clients on ZD.
댓글 보기 · 2023년 5월 10일에 게시됨 · Ruth PCL
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Agree about being contrary to what we've been told. Also, the whole point of setting up an alias is to protect the real names of our agents. Zendesk should honor the alias EVERYWHERE if it is setup rather than us having to "know" which rules, triggers, and placeholders are excepted.
댓글 보기 · 2022년 12월 27일에 게시됨 · Ruth PCL
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It's been 4 years so I'm not holding my breath for an official resolution (it's already Q4 so maybe...) but how is everyone working around not having this data? What reports are you using instead to monitor which agents are away for too long when they are supposed to be covering phones?
댓글 보기 · 2022년 10월 12일에 게시됨 · Ruth PCL
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+1 for all of this Shayan Moussawi! This my exact use case as well. I had to add a tag to feed a view to export to csv just to give my dev team the list of customer user IDs who were impacted by an incident. This only works for still open problems and agents have to manually tag for it to be effective. It would be so much easier if we could just edit and export the incident view!
댓글 보기 · 2022년 7월 13일에 게시됨 · Ruth PCL
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Kyle Beaulieu Thank you! We had an RGBA value in there. I switched it to hex and it's one color now.
댓글 보기 · 2022년 6월 27일에 게시됨 · Ruth PCL
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