Tymeshift Reporting Features and Metrics I Zendesk and Tymeshift's Diving Deep Webinars
Free trial of Tymeshift 👉 https://zdsk.co/49vJdNq
Zendesk makes customer service better. We build software to meet customer needs, set your team up for success, and keep your business in sync.
You'll learn more about:
🎯 All the reporting options you have to work with
🎯 Which reporting features to use for each circumstance
🎯 Powerful metrics that everyone should keep in mind
Timestamps:
💡Intro
0:00
00:16 - Overview
01:01 - Intro
🧑💻 Agent Attendance
01:32 - Intro
01:57 - Overview
02:39 - Importance of Agent Attendance
03:07 - How to sync Zendesk group with Tymeshift
03:31 - Filtering Options
04:51 - How to Hide Users
04:59 - How to filter specific locations
05:20 - How to filter specific teams
05:24 - How to filter specific groups
05:39 - How to reset all filters
📈 Agent Status
06:16 - Overview
06:24 - How to see the ticket through the Zendesk platform
07:14 - Untracked activity or Idle Time
08:34 - Adherence
10:12 - Filtering Options
🤺Agent Activity
13:19 - How does the status look throughout the day
14:37 - How to edit activities and how to open Zendesk tickets
15:53 - Agent's Overview
16:58 - Talk States Breakdown
17:10 - Another way to check agents' activity
18:31 - Talk Status
19:13 - Checking agents' Adherence
19:42 - How to find a specific user
20:05 - Multiple Workstreams and No Workstreams + Disadvantages if agents are working in multiple workstreams
22:45 - What to do when you see no workstreams
📋 Reports
24:38 - Overview
24:57 - Agent attendance x Historical agent attendance
25:13 - Overview
27:11 - How to make a copy of a custom report
29:29 - Activity by workstream insights 📊Dashboards
36:10 - Overview
38:07 - Quick Product reminder
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