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Carl Cassar

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    Carl Cassar criou uma publicação,

    Agent first and last message on chat

    Is there a way to create a metric that measures the time between an agent first message on chat and an agent last message on chat in Explore or Insights? Thanks

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    Carl Cassar criou uma publicação,

    Longest waiting time

    I have a report which shows the number of tickets on queue depending on the market. For example English market has 2 tickets on queue. Is there a way to have another column to show the longest wait...

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    Carl Cassar comentou,

    Hi Devan - Community Manager  Was the issue with this "You need to have data for at least 2 cycles to forecast your result. Your current cycle length is 7." solved please? If yes could you tell me ...

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    Carl Cassar criou uma publicação,

    Skill routing

    Hi is there a way to show the tickets that were served by an agent that does not have the required set of skills on Explore?

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    Carl Cassar comentou,

    Hi Katina thank you for this, but why do we need to do these extra steps when it was much more easier to do in Insights? I hope Zendesk can fix this in Explore!

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    Carl Cassar comentou,

    Thanks so much Hannah for this, I have another question, why does in the engagement chat data set report, ticket id works but then in drill through when you click on ticket id it does not show anyt...

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    Carl Cassar comentou,

    I'm having a lot of issues with the drill through: 1) Ticket IDs are not clickable 2) It is showing more than the report itself 3) 1 Ticket ID is showing multiple times in the drill through 4) Not ...

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    Carl Cassar criou uma publicação,

    Explore Drillthrough

    Respondida

    Hi I am trying to drillthrough some of the reports. I have a problem where the drillthrough report and the report is not matching. The report I have shows the agents' number of comments but when i ...

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    Carl Cassar criou uma publicação,

    Waiting time on queue

    Is there a way in Explore to measure the waiting time of chats and phones on queue before being picked up or abandoned? Thanks

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    Carl Cassar comentou,

    Its not when you manually make the colour. Its when you put the report on a dashboard and publish it and the next day it is coming like this screenshot: