Customer service is not just about sending out appropriate responses to customers. There's a lot more that happens between the threads of a conversation, and this involves coordination between agents and other team members. To help track these behind-the-scenes activities easier, we're introducing the Activity Module in Zoho Desk.
The Activity Module lists all your calls, tasks, and events in one place. This makes it easier to plan your day based on the activities you have lined up. This is especially crucial for teams that tend to have a lot of back-end tasks associated with their tickets. It also simplifies things for call centers and teams that use phone as their primary channel.
Default views in the Activity Module include All Activities, My Activities, My Open Activities, My Overdue Activities, and My Today + Overdue Activities. All Missed Calls and My Missed Calls will be available as starred views under Calls. Calls come with a set of default reports and dashboards, listed in the Reports Module. So you can track time taken on tasks and other vital metrics.
Click to read more about Tasks, Events and Calls. We hope this update helps streamline a lot of the activity that goes on in your team. Please let us know what you think.
As always, happy ticketing!
Team Zoho Desk