Allen Lai | Head of CX, Otter.ai

1. Agent guide
2. Ticket basics
3. Working with tickets

When an agent has a ticket open but has a dimmed picture (idle), does that mean they have the ticket open, but viewing another ticket? And how does that get counted when using the Time Tracking fea...

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• Allen Lai | Head of CX, Otter.ai
• Criado 17 de março de 2023 19:19
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1. Comunidade
2. Zendesk Suite Q&A
3. Total Time Spent calculates differently in Explore - why?

Lucy Child Chandra Robrock Check if your metric "Total Time Spent (sec)" is being computed separately. See the screenshot below for reference. What I've been told is that if it's not being computed...

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• Allen Lai | Head of CX, Otter.ai
• Criado 25 de janeiro de 2023 19:25
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1. Support
2. ...
3. General questions and issues about tickets
4. How can the follow-up tickets retain the ticket assignee?

As a workaround, I used Zapier to reassign the ticket back to the last assignee based on a tag. Here's a Zapier template that you can reference: https://zapier.com/shared/f287afe7e341425fe5fcf7a92f...

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• Allen Lai | Head of CX, Otter.ai
• Editado 24 de janeiro de 2023 20:55
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1. Comunidade
2. Zendesk Suite Q&A
3. Total Time Spent calculates differently in Explore - why?

Chandra Robrock I'm running into a similar issue. Changing the function to AVG kind of helps, but if I'm trying to look at the total ticket handling time in a given month for an agent, the result w...

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• Allen Lai | Head of CX, Otter.ai
• Criado 19 de janeiro de 2023 02:24
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1. Apps and integrations
2. ...
3. Extending Zendesk
4. Setting up the Time Tracking app

Is it possible to add some intelligence to know when an agent has gone idle and automatically pause the timer? I understand the agent may navigate away from a ticket to try and reproduce the issue ...

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• Allen Lai | Head of CX, Otter.ai
• Editado 1 de dezembro de 2022 20:59
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1. Explore
2. ...
3. Explore recipes
4. Explore recipe: Finding the first assignee for a ticket

I'm using the "Bad initial satisfaction ratings" metric to find negative C-SAT data based on the first assignee and this is not working for us. All of the numbers are associated with a blank value ...

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• Allen Lai | Head of CX, Otter.ai
• Criado 26 de outubro de 2022 19:11
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1. Bots and automation
2. Answer Bot documentation
3. Using Article Recommendations with your web forms

Heads up that if you are using Answer Bot to send articles via email in addition to having Answer Bot enabled on your web form, email triggers will suppress the article list and inserting the artic...

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• Allen Lai | Head of CX, Otter.ai
• Criado 25 de outubro de 2022 17:15
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1. Bots and automation
2. Answer Bot documentation
3. Understanding how Answer Bot works with your content

I created an answer bot and one of the conditions is if the end-user selects a specific ticket form. But in many of my tests, the email that's sent back to the end-user is missing the recommended a...

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• Allen Lai | Head of CX, Otter.ai
• Criado 18 de setembro de 2022 02:28
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1. Bots and automation
2. Answer Bot documentation
3. Creating and managing triggers for Answer Bot

How can I suggest my own list of articles instead of having AB suggest it for me? I could just use a normal trigger, but I want the ability for end-users to mark their ticket as solved.

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• Allen Lai | Head of CX, Otter.ai
• Criado 9 de setembro de 2022 23:41
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1. Comunidade
2. Zendesk Suite Q&A
3. Looking for help on workforce planning in a tiered structure.

Thanks for the response. The other factor that makes this even more difficult is our workflow. Tier 1 triages most incoming tickets, but not all. A good chunk of tickets is escalated to Tier 2. And...

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• Allen Lai | Head of CX, Otter.ai
• Criado 16 de agosto de 2022 01:04
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