Jordan Forsythe

Thanks Oscar! 

After 2 support tickets with Zendesk I learned that routing capacities for omnichannel routing does not function as expected by design. 

I have a capacity which is 30 for tenured agents and a capacity rule which could be 2-5 for ramping agents. 

Autorouting will not route tickets to the ramping capacity rule agents because it does not consider % of free capacity, it looks purely at the number of tickets spare which leads me to believe capacity rules cannot function at all for me. 

E.g 

Agent A has 15/30 tickets assigned
Agent B has 0/5 tickets assigned

The agent who is ramping (Agent B) will not be assigned cases until agent A has 25/30 tickets assigned. This does not function as expected, I would have expected it to be % of the capacity in use like all of the zendesk explore dashboards use. 

Proposed way it should route
Agent A has 15/30 tickets assigned, 50% capacity in use 
Agent B has 0/5 tickets assigned, 0% capacity in use 

Tickets will be assigned to agent B until the % of capacity in use is more than agent A. 

We are testing out the new simplified email threading in out sandbox and see that the quote functionality in the email template doesn't work very well. I have tried this with both Gmail and outlook web, the behaviour is the same. 

As you can see below, the quote section includes the previous quotes too and it isn't collapsed by default which makes the email look very messy and eventually on large tickets it would be massive. This is only after 3 interactions on the ticket between the agent and requestor. 

I dont believe I can move to this with the quote functionality working like this for end users. 

Hi Michael, the July signup looks to be closed? Thanks 

Hi @...

How do you make the trigger populate the custom ticket field with the organisation name automatically? If I try that, it looks for me to enter free text into the field name which wont be a viable option.

Thanks! 

Do we have any updates on the EAP for this? Thanks! 

Feature Request Summary: 

You can see the live data filters for agent statuses with explore but these only currently show online and offline for those with Omnichannel routing enabled.

You can see live agent status for Talk etc and these include all statuses but not for support with omnichannel. This means I can't see any agents who are in "Away" or "transfers only" status or any custom statuses I add.

Description/Use Cases: 

I want to be able to see live agent statuses in explore for all my agents. Currently I can only see online and offline statuses which means I miss any agents who are not in those 2 statuses.

Question about two improvements to the new dashboard beta! 

Do you have plans to exclude the restrictions from applying to certain reports on the dashboard. E.g I have an average KPI report that I calculate and dont want that to filter for only that agents user. 

When are you going to introduce excluding the dashboard time filters from certain reports on the dashboard? I can do this in the legacy builder but really miss this in the new beta.

Thank you! 

This is the best feature I've seen you release for the new dashboards! Why wasn't this communicated to users!

Very happy with this functionality 

Will this also allow us to report on agent status with omnichannel routing?