Tobias Hermanns

1. Zendesk updates
2. Announcements
3. Announcing IVR keypress tagging in Zendesk Talk for omnichannel routing

The article talked about Omni Channel Routing, here each call automatic create a ticket by default, so we use our default "E-Mail and Web-Form" to trigger a survey after a call (send out mail) but ...

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• Tobias Hermanns
• Criado 29 de novembro de 2023 15:46
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1. Zendesk updates
2. Announcements
3. Announcing IVR keypress tagging in Zendesk Talk for omnichannel routing

Shaun Murray We have it currently, like Option 1 for English, Option 2 for Regional language.Then in Regional Language:1 Voicemail2 Callback Requestor waiting....So you say, let them press "3" coul...

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• Tobias Hermanns
• Criado 29 de novembro de 2023 15:34
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1. Explore
2. ...
3. Publishing and sharing dashboards
4. Dynamically adapting dashboard data based on viewer

HI Walter Bellante When the builder can support the Omni Channel Dataset as per Viewer?i.e. We want to add a Tab like "Online Time" but it can´t be filtered based on Agent.Thanks!   Tobias

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• Tobias Hermanns
• Criado 29 de novembro de 2023 15:29
• 0 voto

1. Zendesk updates
2. Announcements
3. Announcing IVR keypress tagging in Zendesk Talk for omnichannel routing

Hi Rohan Gupta Can you share a use-case example of a real scenario?I can´t understand based on screenshot how tags for finance / billing team, should help if the call land into "Support Group". Thanks

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• Tobias Hermanns
• Criado 29 de novembro de 2023 15:10
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1. Zendesk updates
2. Announcements
3. Announcing a component limit for Explore beta dashboard builder

+1 does it mean Reports / Live Widgets or also Filter?

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• Tobias Hermanns
• Criado 28 de novembro de 2023 16:57
• 1 voto

1. Zendesk updates
2. Announcements
3. Announcing updates to report default configurations in Explore

Thanks! The Applied filters setting is not selected by default. Top!

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• Tobias Hermanns
• Criado 23 de novembro de 2023 09:49
• 1 voto

1. Explore
2. ...
3. Viewing and using dashboards
4. Seeing live agent status with Explore: Use cases

How can I save such Drill in modifications?How can I see it on a Dashboard without Drill-in? Thanks!

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• Tobias Hermanns
• Criado 21 de novembro de 2023 16:46
• 0 voto

1. Explore
2. ...
3. Viewing and using dashboards
4. Seeing live agent status and activities with Explore

+1 for Laurens comment   The ability to see all agents by status on a dashboard without needing to drill in to a widget. Similar to the live talk dashboard. Right now its really hard for agents or...

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• Tobias Hermanns
• Criado 21 de novembro de 2023 16:44
• 1 voto

1. Zendesk updates
2. Announcements
3. Announcing support for omnichannel unified and custom agent statuses in Explore live reporting

Nice to see the progress!Also good that the "bar" of capacity is back!What I am still missing, is an option to save some custom status. Currently we need to due a Custom Status based on Option i.e....

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• Tobias Hermanns
• Criado 21 de novembro de 2023 16:36
• 0 voto

1. Zendesk updates
2. Announcements
3. Announcing external dashboard sharing with the Explore beta dashboard builder

Good enhancement!When will the E-Mail schedule be doable?

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• Tobias Hermanns
• Criado 20 de novembro de 2023 14:48
• 0 voto