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Spencer Hutton

已加入2021年4月15日

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最后活动2024年3月12日

I'm a Help Desk Manager. We have a team of 10 agents and use Zendesk to manage support tickets for all of our internal Team Members as well as hardware ordering and computer setups. I'm a data nerd and an amateur developer so I am very interested in gathering data from Zendesk in products like Explore and Power BI as well as building small desktop apps to work with tickets.

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Spencer Hutton 进行了评论,

评论Explore recipes

I wanted to know the avg number of hours each agent was available each day so I made a new metric dividing this custom metric by the number of days the agent was available.

SUM(Agent time in state in Hours) / DCOUNT_VALUES([State start time - Date])

查看评论 · 已于 2024年2月19日 发布 · Spencer Hutton

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Spencer Hutton 进行了评论,

社区评论 Discussion - Tips and best practices from the community

Very cool solution.  Is the email signature of the requester counted in the 25 characters?  My gut says yes.

查看评论 · 已于 2023年11月27日 发布 · Spencer Hutton

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社区评论Announcements

I am interested 😍

查看评论 · 已于 2023年11月14日 发布 · Spencer Hutton

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Spencer Hutton 进行了评论,

社区评论 Q&A - Talk and text

Hi Jupete Manitas.  The report was created from the Talk dataset.  So it is using Talk data, not ticket data.  The tickets are gone, but the Talk data still remains.  So we have a record of these 25 abandoned calls and that's what I am trying to get rid of.  I already had a support ticket on this a few weeks ago and was told to delete the tickets (which I did).  Perhaps the request was misunderstood.  Its the Talk data I am trying to delete.

查看评论 · 已于 2023年5月15日 发布 · Spencer Hutton

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社区评论 Q&A - Talk and text

Yeah, I deleted, then permanently deleted the tickets that same day.  I still show 25 abandoned calls from one day from when this one customer mistakenly butt-dialed us over and over.  It's been about a little over a month.

查看评论 · 已于 2023年5月12日 编辑 · Spencer Hutton

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Spencer Hutton 创建了一个帖子,

帖子 Q&A - Talk and text

Is it possible to delete talk data.  I had a customer inadvertently call in 25 times during our team meeting when all agents were unavailable.  How this happens, I have no idea.  We received 25 calls abandoned in voicemail. 

The resulting tickets were deleted (and permanently deleted), but the talk data still remains and affects our call acceptance metric.  I calculate Accepted % as Accepted Calls / Total Inbound Calls.  Since these calls were not accepted, we take a hit on the metric.  

Is there any way to delete this data?  We get some spam calls as well and it would be nice to clean that up.

已于 2023年4月17日 发布 · Spencer Hutton

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社区评论 Q&A - Workforce management

Thanks for the replies!  The change would definitely be communicated.  My involvement would be more for consistency.  We have a small team.  Realizing now that in the time I have researched, I could have just sat down with each agent and made the change with them.

查看评论 · 已于 2023年4月17日 发布 · Spencer Hutton

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社区评论 Q&A - Workforce management

Hi, and thanks for the reply.  I may not have been clear in my initial comment, I will revise.  I am looking to make changes to personal views which my agents have created themselves.

查看评论 · 已于 2023年4月14日 发布 · Spencer Hutton

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Spencer Hutton 创建了一个帖子,

帖子 Q&A - Workforce management

As an admin, I want to make a change to views that my agents created themselves for personal use.  Is this possible?  Even through the API, if I try to call the Show View endpoint, I get a Record Not Found response.

已于 2023年4月14日 编辑 · Spencer Hutton

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Spencer Hutton 进行了评论,

评论Ticket customization

I created a custom status as a test.  Is it possible to delete it?  It has not been used, and was immediately deactivated.

查看评论 · 已于 2023年2月03日 发布 · Spencer Hutton

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