Understanding Agent Avg Used Capacity - Frequently asked questions
Explore common questions about zero or null values in Agent avg used capacity. Learn what these values mean and how they impact your Zendesk operations.
Frequently asked questions
What does a zero value mean in Agent avg used capacity?
A zero value in the Agent avg used capacity column indicates that the agent is online but not actively working in the given channel. This can happen if the agent is in a unified online state, meaning they are marked as online across all channels,…
What does a null value mean in Agent avg used capacity?
A null value in the Agent avg used capacity column means that the agent was not in an online state. This indicates that the agent was not available to take on tasks in any channel during the time period being analyzed. Understanding null values…
How can I report on custom omnichannel queue performance?
To report on custom omnichannel queue performance, you can create a dashboard that shows live data on how work is being routed. This involves using a specific recipe provided by Zendesk to track and analyze the performance of your custom queues….
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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Zeffy
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
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