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Spencer Hutton

Entrou em 15 de abr. de 2021

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Última atividade em 12 de mar. de 2024

I'm a Help Desk Manager. We have a team of 10 agents and use Zendesk to manage support tickets for all of our internal Team Members as well as hardware ordering and computer setups. I'm a data nerd and an amateur developer so I am very interested in gathering data from Zendesk in products like Explore and Power BI as well as building small desktop apps to work with tickets.

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Spencer Hutton comentou,

ComentárioExplore recipes

I wanted to know the avg number of hours each agent was available each day so I made a new metric dividing this custom metric by the number of days the agent was available.

SUM(Agent time in state in Hours) / DCOUNT_VALUES([State start time - Date])

Exibir comentário · Publicado 19 de fev. de 2024 · Spencer Hutton

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Spencer Hutton comentou,

Comentário na comunidade Discussion - Tips and best practices from the community

Very cool solution.  Is the email signature of the requester counted in the 25 characters?  My gut says yes.

Exibir comentário · Publicado 27 de nov. de 2023 · Spencer Hutton

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Spencer Hutton comentou,

Comentário na comunidadeAnnouncements

I am interested 😍

Exibir comentário · Publicado 14 de nov. de 2023 · Spencer Hutton

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Spencer Hutton comentou,

Comentário na comunidade Q&A - Talk and text

Hi Jupete Manitas.  The report was created from the Talk dataset.  So it is using Talk data, not ticket data.  The tickets are gone, but the Talk data still remains.  So we have a record of these 25 abandoned calls and that's what I am trying to get rid of.  I already had a support ticket on this a few weeks ago and was told to delete the tickets (which I did).  Perhaps the request was misunderstood.  Its the Talk data I am trying to delete.

Exibir comentário · Publicado 15 de mai. de 2023 · Spencer Hutton

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Spencer Hutton comentou,

Comentário na comunidade Q&A - Talk and text

Yeah, I deleted, then permanently deleted the tickets that same day.  I still show 25 abandoned calls from one day from when this one customer mistakenly butt-dialed us over and over.  It's been about a little over a month.

Exibir comentário · Editado 12 de mai. de 2023 · Spencer Hutton

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Spencer Hutton criou uma publicação,

Publicação Q&A - Talk and text

Is it possible to delete talk data.  I had a customer inadvertently call in 25 times during our team meeting when all agents were unavailable.  How this happens, I have no idea.  We received 25 calls abandoned in voicemail. 

The resulting tickets were deleted (and permanently deleted), but the talk data still remains and affects our call acceptance metric.  I calculate Accepted % as Accepted Calls / Total Inbound Calls.  Since these calls were not accepted, we take a hit on the metric.  

Is there any way to delete this data?  We get some spam calls as well and it would be nice to clean that up.

Publicado 17 de abr. de 2023 · Spencer Hutton

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Spencer Hutton comentou,

Comentário na comunidade Q&A - Workforce management

Thanks for the replies!  The change would definitely be communicated.  My involvement would be more for consistency.  We have a small team.  Realizing now that in the time I have researched, I could have just sat down with each agent and made the change with them.

Exibir comentário · Publicado 17 de abr. de 2023 · Spencer Hutton

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Spencer Hutton comentou,

Comentário na comunidade Q&A - Workforce management

Hi, and thanks for the reply.  I may not have been clear in my initial comment, I will revise.  I am looking to make changes to personal views which my agents have created themselves.

Exibir comentário · Publicado 14 de abr. de 2023 · Spencer Hutton

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Spencer Hutton criou uma publicação,

Publicação Q&A - Workforce management

As an admin, I want to make a change to views that my agents created themselves for personal use.  Is this possible?  Even through the API, if I try to call the Show View endpoint, I get a Record Not Found response.

Editado 14 de abr. de 2023 · Spencer Hutton

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Spencer Hutton comentou,

ComentárioTicket customization

I created a custom status as a test.  Is it possible to delete it?  It has not been used, and was immediately deactivated.

Exibir comentário · Publicado 03 de fev. de 2023 · Spencer Hutton

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