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Show Talk Metrics in Talk Tickets

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Henry Mahncke

Publicado 11 de dez. de 2024

It would be very helpful to have specific Talk metrics available in Talk tickets. For example, each ticket has wait time, hold time, answer time metrics associated with it, as well as information about agents offered the call who did not accept it and so forth; however those metrics are not available when viewing a ticket; they can only be accessed in aggregate in Explore dashboards.

 

Making these metrics available on individual calls would help admins (and agents) diagnose SLA issues and understand agent availability issues.

 

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    Ferran Barneda

    Zendesk Employee

    Hi Henry Mahncke

     

    Thanks for sending feedback!

     

    This is a feature that is not available at this time. Therefore,  we will add it to our backlog for future consideration.

     

    Thanks,

    Ferran

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    Shawna James

    Community Product Feedback Specialist

    Hey Henry,
     
    Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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