Katie Meek

Karen Hynes I would love to set up something like what Tommy suggested above but I am struggling to do it in Explore.

Who could I reach out to for guided assistance?

Average and Total are the most useful to me.  I break my KPIs by hour to gauge productivity.

Is there any ETA yet on when this might be ready? I know we're saying "end of Q2" but clearly we're all anxious and in desperate need of this update.

Because Zendesk does not currently have this capability, I am actively exploring other CRM/phone solutions but would prefer to stay with Zendesk if we can get this running.

How would I modify this to only show tickets created by end users?

Brandon Tidd do you by chance have an answer?

We are in the process of updating our IVR menu.  We have our current settings for max queue size and max queue wait time set to 2.

We are adding a Hold message (Your call is important to us variety) if an agent is not available.  The message plays and then there is a max hold time before sending to voicemail.

If an agent is not available, the message starts playing and 10 seconds into recording, an agent becomes available.

• Does the recording cut off and connect or does the client have to listen to the entire sound byte before they can be connected?

We are in the process of updating our IVR menu.  We have our current settings for max queue size and max queue wait time set to 2.

We are adding a Hold message (Your call is important to us variety) if an agent is not available.  The message plays and then there is a max hold time before sending to voicemail.

If an agent is not available, the message starts playing and 10 seconds into recording, an agent becomes available.

• Does the recording cut off and connect or does the client have to listen to the entire sound byte before they can be connected?

Hi Dane, I still don't have the option.  I am the admin and I can't find where to update the whitelist.

This would really be a beneficial feature for our agents when they are working SMS for multiple groups.  My groups are separated in part by phone number so needing to ask an admin to check the history is not efficient.

Devan La Spisa I confirmed that I do have the professional subscription but I do not have a "reports" option under my tools in admin center.  The API options mentioned talk about IMPORTING but I need to EXPORT my end users to capture email addresses.  What am I missing?

I have multiple phone numbers clients text for different reasons.  I have confirmed they are routed correctly but we continue to have the tickets show up in the wrong group.

On a voice ticket we can see what number the client called to reach us.  Is there a way to verify this for SMS messages? I have looked at the event log and it only provides the end user's phone number.

Adding to the request for this.  This is critical.

I would also like to see a Text/Chat disposition so that the agent is logged into their phone for reporting and we can see that they are in the correct status.

This is critical for ensuring we are available to answer incoming calls and staff accordingly.

I need this historical data and the real time is not much better.  I need to know who is making outbound calls.