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"...To export data, head to your Activity page and click Create a new report. You'll see a download link in the right sidebar, and you'll receive an email to download as well. The you'll get a raw dump of data in CVS file that includes the following fields: Date Created (Eastern Standard Time) URL Help Desk ID Customer Name Customer Email Customer External ID Subject Number of Answers Customer Rating First Response Time (Eastern Standard Time) Open to Experts Escalated Escalation Type Question Category Languages" Not quite an accessibility issue. But Coursera decided to use Directly for crowdsourcing answers to questions pertaining to the Global Translator Community sent to translate@coursera.org . So this is relevant to anyone who sends such a query.

"January 22, 2015 At a time when increasing customer expectations are placing unprecedented pressure on customer service organizations, on-demand consumer services are accelerating expectations for real-time service" However queries from Global Translator Community volunteers are more complex than asking for a Uber taxi to go from X to Y

"Today we've released new features to address both requests. Now the experts' escalation notes can pass into Zendesk, Desk.com and Salesforce Service Cloud as a private note or comment in the ticket. The help desk agents can see the escalation reason - in addition to the conversation thread - so they can provide customers with more personalized answers."

"Directly's customers are seeing some insane results right out of the gates - response times dropping from days to minutes, satisfaction rates tripling. This isn't good luck. Every growing company has a wealth of expert users and customers - people who know and love your product. The trick is matching users who need help with experts on demand, in a way that's fast, scalable, accountable and that fundamentally works."