Lara McCaleb

Hoping for some help. We have just implemented omni-channel routing of email/web/api tickets. I have some support agents who work other specialized tickets that are created via API and are assigned with a separate group. We have an automation that reopens those tickets based on the due date for followup, and those tickets are then counting toward their overall capacity to take email/web tickets. 

Separately, we have an agent that manages feature requests and will have a backlog of tickets in the feature request group that are open, waiting to work, but are low priority. Those now count toward this agent's capacity when they are low priority. 

It seems that need a way to customize capacity based on ticket group or omit tickets from certain groups from applying to capacity. Anyone have ideas? 

Thank you Aaron Doane. As I was researching this, I found the content regarding the Advanced SLA configuration settings and moments later found that the feature was rolled back. That absolutely would have solved my problem, you're correct. I hadn't considered requesting an exception to having the settings turned back on - thank you for the suggestion. 

Thank you for your reply Barry Neary. I have previously attempted to create SLA policies in the manner you've outlined here and it just doesn't work. I need to track first reply time to voicemails. The trouble is that the fulfillment of SLAs cannot be triggered by an internal note/comment. Phone calls for my team are set to Internal, as are any notes related to phone calls. If we attempt to return a voicemail within our SLA (first reply time), and leave the ticket open for additional attempts in outreach, there is no way to satisfy the SLA. As you can see here, this is a feature request with ZenDesk leaving me in the same place I've started. 

+1 for this. ZenDesk has not done well with implementing functionality with voicemail management. It would be one thing if I could also apply an SLA to voicemail tickets to hold agents accountable for returning voicemails within a timeframe but neither auto-assignment or SLA adherance is available for Voicemails. It would be nice to see ZenDesk work on this base level call center functionality. 

Not being able to set a Talk Dataset restriction around the Leg Agent Name handcuffs my ability to show a user how many calls they personally missed. Using the current data restriction elements with call agent name displays the number of missed calls other agents on the team had, that the current user answered. If I use Leg Agent ID for the Talk Dataset, and Assignee Name for Support and SLA datasets, the personalized dashboard will not load any datapoints. There needs to be a way to exclude filters from reports while also showing data based on user. 

Does ZenDesk plan to add Leg Agent Name into dynamic filters? Are there any workarounds to the above issue?

Colleen Hall Where is the communication that functionality has been removed and the reasoning? When can we expect to hear an update? I have a need to track SLA first reply time when a ticket is created with an internal note (read: voicemail). A customer leaving a voicemail, regardless of whether we want that set to internal or public for our ticketing system, should technically be considered a public message from a customer and I need to be able to track our first reply SLA metric against it. 

Scott Allison The instructions you've notated above “edit First Reply Time and then click on Advanced Settings. Then check the box next to “When any ticket is created for an end user with an internal note”. Any new voicemail tickets will then have FRT applied. ” is not available. Can you please advise ZenDesk's new recommendation?

Hi. Is anyone able to help with a starting place to calculate the time from the ticket creation to the first outbound call made on the ticket. I'm trying to map out our average SLA for outreach to new accounts.

I'm trying to calculate a percentage of tickets that were 2+ touches from my reps that were the result of a reopen. I want to exclude 2+ touches that were using appropriate ticket statuses when asking clarifying questions and only account for scenarios in which my reps solved a ticket in one reply, and the customer had to reopen with follow up questions. I can't seem to identify if 2+ touches and multi-touch takes this into account. Is there any guidance from ZenDesk on how this can be calculated?

I see it was stated in an earlier comment that all of the data in the 'Overview' section of this dashboard exists as metrics on the pre-built Talk Dashboard, however I'm not seeing a straightforward metric that calculates only calls that 'Exceeded queue wait time.' I need this metric to help me quantify staffing needs in conjunction w/ our abandonment rate. Can someone tell me if this metric is possible or am going to have to do some complex Explore custom metric manipulation?