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Ruth PCL
已加入2022年6月22日
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最后活动2023年5月16日
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的最新活动 Ruth PCL
Ruth PCL 进行了评论,
Just wanted to say that since my original comment, one of my clients had to fire an agent for low performance and one of the reports they were looking for was how many times the agent was available vs not. It was quite laughable (in a bad way) that we had no way of pulling this information from ZD. Thankfully, this particular agent had issues in other areas that could be documented but this is now a liability concern for my client and they want me to provide alternatives to ZD. Such a shame. Up until now I put all of my clients on ZD.
查看评论 · 已于 2023年5月10日 发布 · Ruth PCL
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Ruth PCL 进行了评论,
Agree about being contrary to what we've been told. Also, the whole point of setting up an alias is to protect the real names of our agents. Zendesk should honor the alias EVERYWHERE if it is setup rather than us having to "know" which rules, triggers, and placeholders are excepted.
查看评论 · 已于 2022年12月27日 发布 · Ruth PCL
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Ruth PCL 进行了评论,
It's been 4 years so I'm not holding my breath for an official resolution (it's already Q4 so maybe...) but how is everyone working around not having this data? What reports are you using instead to monitor which agents are away for too long when they are supposed to be covering phones?
查看评论 · 已于 2022年10月12日 发布 · Ruth PCL
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Ruth PCL 进行了评论,
+1 for all of this Shayan Moussawi! This my exact use case as well. I had to add a tag to feed a view to export to csv just to give my dev team the list of customer user IDs who were impacted by an incident. This only works for still open problems and agents have to manually tag for it to be effective. It would be so much easier if we could just edit and export the incident view!
查看评论 · 已于 2022年7月13日 发布 · Ruth PCL
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Ruth PCL 进行了评论,
Kyle Beaulieu Thank you! We had an RGBA value in there. I switched it to hex and it's one color now.
查看评论 · 已于 2022年6月27日 发布 · Ruth PCL
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