Pesquisas recentes
Sem pesquisas recentes

Annie Baker
Entrou em 16 de abr. de 2021
·
Última atividade em 23 de jan. de 2025
I'm a workflow coordinator for a web hosting call center. My primary focus is to improve the process for both agents and customers alike
Seguindo
0
Seguidores
0
Atividade total
31
Votos
12
Assinaturas
11
VISÃO GERAL DA ATIVIDADE
MEDALHAS
ARTIGOS
PUBLICAÇÕES
COMENTÁRIOS NA COMUNIDADE
COMENTÁRIOS EM ARTIGOS
VISÃO GERAL DA ATIVIDADE
Atividade mais recente por Annie Baker
Annie Baker comentou,
Wojciech Smajda, I would also like to know the answer to the question that Agnese posted.
I would also like to know if there are any plans from Zendesk to further expand data in the concurrent chat dataset?
For example, when forecasting, it would be beneficial to see how many concurrent chats our support and customer service groups can average. We would also need this metric to be based on agents' available time and not just by the hour.
Exibir comentário · Publicado 23 de jan. de 2025 · Annie Baker
0
Seguidores
0
Votos
0
Comentários
Annie Baker comentou,
I agree, I'm having this same issue with no context as why
Exibir comentário · Publicado 03 de mar. de 2023 · Annie Baker
0
Seguidores
1
Votos
0
Comentários
Annie Baker comentou,
Hey Zendesk,
I see that you can change the color of text but is there a way to highlight the text? When you are looking to bring attention to information I find it easier to read text that is highlighted instead of colored font. It could also cause issues for customers that have vision impairments such as color blindness.
Thank you
Exibir comentário · Publicado 21 de mar. de 2022 · Annie Baker
0
Seguidores
2
Votos
0
Comentários
Annie Baker comentou,
Hello Sarah,
I have an additional question to this, currently the side conversation options are slack, child ticket, and email does Zendesk have any plans to expand the options? I think a great option to add to these options are chat side conversation. We have an escalation team and in order to track their contacts we have to use child tickets but for every response they have to use the status link instead being able to hit enter like in a chat. Please let me know if you would me to expand further on this topic, I would be happy to share our experiences.
Best,
Annie B.
Exibir comentário · Publicado 11 de mar. de 2022 · Annie Baker
0
Seguidores
0
Votos
0
Comentários
Annie Baker comentou,
We set side conversations to a brand that doesn't use email signature and this was a huge change in side conversations that we would prefer be more of a chat conversation then an email conversations. I still wish ZD had the option of chat side conversations instead of just emails.
Exibir comentário · Publicado 11 de mar. de 2022 · Annie Baker
0
Seguidores
0
Votos
0
Comentários
Annie Baker comentou,
With the move to agent workspace and chat conversations happening in tickets, does ZD plan on adding a child chat feature. The child tickets already works in a similar fashion to chat but agents have to update the status to post a comment.
Exibir comentário · Publicado 08 de fev. de 2022 · Annie Baker
0
Seguidores
0
Votos
0
Comentários
Annie Baker comentou,
Our company would like to also see this functionality added to Zendesk talk. Being able to limit call recording access to designated roles would be helpful with PCI compliance.
Exibir comentário · Publicado 13 de jan. de 2021 · Annie Baker
0
Seguidores
6
Votos
0
Comentários
Annie Baker comentou,
We would also like to be able to hide the ratings from agents. The sentiment is the same for our company as well. It impacts agents moral and just isn't something that they need to see on the ticket.
Exibir comentário · Publicado 12 de jan. de 2021 · Annie Baker
0
Seguidores
2
Votos
0
Comentários