Stephen Whyte
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Stephen Whyte comentou,
Thanks for the feedback everyone. My current challenge is with Talk and routing overflow calls to my Tier 2 agents when all of the Tier 1 agents are speaking with client's. We've setup OCR and are ...
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Stephen Whyte criou uma publicação,
Best Practices for an omni-channel tiered tech support structure
RespondidaI'm looking for some best practices on using Zendesk in a tiered tech support environment. We are testing OCR and adding Messaging to our Guide to be used by our client's as a self-service portal.
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Stephen Whyte comentou,
I'm looking for some best practices on using Zendesk in a tiered tech support environment. We are testing OCR and adding Messaging to our Guide to be used by our client's as a self-service portal.
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Stephen Whyte comentou,
Barry Neary can you clarify for me if the 'Group' that I'm adding my T2 agents to is in the People or OCR section?
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Stephen Whyte comentou,
Barry Neary Thanks for the reply Barry! If I add my tier 2 techs to the tier 1 group, will they also get emails as well (based on the capacity rules of the group)? Our tiered system is setup so tha...
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Stephen Whyte comentou,
My tier 2 support techs were set as overflow on Talk when no tier 1 techs were .available. This is especially important in the evenings when staffing is light due to call volume. Since that functio...
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Stephen Whyte comentou,
How can a ticket meet the First Reply metric and breach it during the course of troubleshooting? The example below is of a ticket that was created from an IB call and then escalated to another tech...
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Stephen Whyte comentou,
Ah...I missed that, thank you!
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Stephen Whyte comentou,
Interesting Justin W, where do I find my [agent number]?
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Stephen Whyte comentou,
This is great! Would I be able to get a description of how to set these up...I've been trying to incorporate these triggers for a while with no success.