Jose Resendiz
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Jose Resendiz comentou,
A high-profile client of ours is asking for this data.
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Jose Resendiz criou uma publicação,
Average Wait Time - separate callbacks
For real-life purposes, I need my average wait time metric to display calls that are actually waiting on the line to speak to an agent, NOT including those who are waiting for a callback. I am usin...
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Jose Resendiz comentou,
Same here. We have over 50 lines with IVRs that consist of self-help information. We need to measure how effective adding a self-help menu (IVR) has been. Is there any reporting that can provide this?
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Jose Resendiz criou uma publicação,
Alphabetizing Greetings when creating routes
ConcluídaI have about 100 greetings so far, and when I go to create a route in my IVR, it's painful.
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Jose Resendiz comentou,
I like Zendesk, but for call centers, the Service Level % is a mainstay. There should be a report where you... Choose the phone line you want measured Enter the service level threshold (i.e. 20 se...
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Jose Resendiz comentou,
Same here! We have dozens of phone lines, and many groups. Visibility would increase our effectiveness. Add to that the ability to cherry-pick a call from a phone line.
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Jose Resendiz comentou,
Same here! We use a database system that we need to copy the email address from Zendesk User to then paste in our our database system to locate their account.
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Jose Resendiz criou uma publicação,
Visibility to agents assigned chat licenses
RespondidaI'd like to have visibility on which agents have chat licenses assigned from the Zendesk Admin screen. Chat needs be be more integrated into main product.
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Jose Resendiz comentou,
Yes, we need it!
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Jose Resendiz comentou,
I have a similar request. I 'd like to gave the greetings in alphabetical order so when I create my IVR, they are easy to locate.