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Scot Sunnergren

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    Scot Sunnergren criou uma publicação,

    Agent Online Metrics

    It appears that my post from a couple years ago on the lack of metrics to monitor our agents actual time on system is closed now so I cannot add more comments.  This is STILL a problem that Zendesk...

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    Scot Sunnergren comentou,

    Zendesk do not seem interested in supplying proper agent management information. For some reason they do not think that people running a customer service group are interested in Workforce Managemen...

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    Scot Sunnergren comentou,

    It is absurd that a customer service app does not have any way of determining a customer service agent's time in the system. This is desperately needed for proper management of a call center. 

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    Scot Sunnergren comentou,

    This seems like a fairly basic kind of thing. A customer service manager has to be able to know when his people are working to get decent metrics on how efficiently they are working. The API is all...

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    Scot Sunnergren criou uma publicação,

    Agent Online Metrics

    The only metric that Zendesk Insight seems to be able to provide on whether an agent is online and doing their job seems to be a "last logged in" datetime.  The Chat System seems to know not only t...

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    Scot Sunnergren comentou,

    So... we had 1 HP with 2gb memory and 3 ASUS with 4gb and they were all having issues when working with multiple chat sessions and a voice call. I believe that all of those have the lower, celeron ...

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    Scot Sunnergren comentou,

    Thanks. But it never happens when we are watching... :)... Everything works fine and then we walk away and sometime later I hear the agent crying... I am currently trying to catch something in the ...

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    Scot Sunnergren comentou,

    Thanks Carsten, They came with 4gb. Do they need more? Admittedly they are fairly intensive users with a dozen or more tabs open and multiple chats running along with talk.  

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    Scot Sunnergren criou uma publicação,

    ChromeBook / ChromeBox

    Does anyone have experience using a ChromeBook or ChromeBox with Zendesk? I wanted to set my agents up using these and bought both an HP and an ASUS.  The agents using these, and not those on pcs i...