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robert sutherland

Entrou em 25 de jan. de 2022

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Última atividade em 23 de mar. de 2023

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robert sutherland comentou,

Comentário na comunidade Feedback - Voice (Talk)

Looking to move our Enterprise account and our $1,500+/mo subscription bills out of Zendesk ASAP because of how this "high priority" feature is being handled. OVER. FOUR. YEARS.

If I was a more cynical person, I would swear that this feature is intentionally being ignored as more  unnecessary routing -> longer call times -> more billable minutes.

Exibir comentário · Publicado 29 de dez. de 2022 · robert sutherland

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robert sutherland comentou,

ComentárioBuilding reports

I'm trying to do something which would presumably be very simple, but I don't think it is possible. I am trying to build a single report/pie chart that shows volumes of inbound contacts by channel (in our case voice, email, and chat). Doing this using the 'Support - Tickets' dataset leaves out any calls that didn't create a ticket (disconnected/abandoned calls... and though we can change the setting to create tickets for every abandoned call, that seems like a poor and unnecessary option to enable better reporting).

We're also not able to filter these contacts by relevant metadata (e.g. 'Call direction' in order to omit outbound contacts on voice) using only 'Support - Tickets' available data.

Exibir comentário · Editado 04 de jun. de 2022 · robert sutherland

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robert sutherland comentou,

ComentárioBuilding reports

+1

Exibir comentário · Publicado 19 de mai. de 2022 · robert sutherland

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