8 results found
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Total time to resolution
We would like to see Total time to resolution for zendesk tickets .
That is time from creation of ticket to final resolution. Not just handle time.
4 votesDevelopment is in progress, and will be available initially on workstream details and workstream analysis.
Total Time to resolution will be calculated at the time the workstream is closed.
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Approved shift swap details
As a manager I need to see shift swap details after approval. Today after approval the shift swap details are empty.
We need the ability consult shift swaps history details to understand what happened in the past.
5 votes -
Integration: Slack alert when integration is broken
When the integration between Zendesk and Playvox breaks, create a slack alert so that it is visible for the people who need to know to allow for a quick fix.
1 vote -
7 votes
Great news! We want to let you know that we've heard your feedback and have already begun the development to 'allow leave threshold to be defined in hours'. This functionality will allow more flexibility to agents and save management time with more requests in auto-approval.
Thank you for helping us shape a better product for everyone. Kind regards,
Fab
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6 votes
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Save multiple grid view settings on User Performance Metrics
At the moment we can only save one grid view setting on User Performance Metrics.
It would be nice to be able to save multiple views so we don't have to change our default view every time we need to produce a new report.
3 votesThe ability to save column configurations to a View has been added in the new User Performance Metrics report. This report is currently in Early Access and will be released into General Access in early - mid October 2024.
We will update this ticket when the report enters General Access.
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Expose the closed metric from Zendesk in the User perf metrics and the workstream Interactions search reports
In Zendesk there is a difference between a 'Solved' ticket and a 'Closed' ticket.
Solved tickets can be re-opened.
Closed tickets cannot be re-opened and are completed.
Can we have a count of Closed tickets from Zendesk?
1 voteThe new Workstream Search (and associated) dialog that is currently in early access exposes closed metrics and also the last resolved details.
Last resolved is determined at the time that the ticket is closed. This will be reflected in User Performance metrics and also available in workstream analysis soon.
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Allow All Business Performance Metrics to be displayed on User Dashboard
Allow all available business performance metrics to be configured to display on the user performance metrics dashboard.
The list of business performance metrics available in th groups configuration should be the same list that is available in workstream metrics (workstream analysis). Once selected this should be reflected correctly in the User Dashboard 'How are we doing Today' section.
1 vote
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