Report for replies sent by agent by hour (either for a day or average for a period)
BeantwortetI'm trying to build reports for two things:
- The number of replies sent by agent by hour for a day
- The average number of replies sent by agent by hour
Looking at the first one, I'm running into a roadblock when I select # Replies as the What, then User Name as the How, and filter to only show agents. The How options for time of the event (when the reply was sent) are grayed out, but I'm not sure why, and the other time-based conditions wouldn't really give me an accurate idea of when the replies were sent (e.g. the hour the ticket was solved, assigned, etc.). The data I'm seeing even without this How option also seems lower than I would expect, so I'm not sure if the What should be something different to get what I want either.
Does anyone have a recipe that has worked for them for either of these reports? Thanks!
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Hi Alex,
It sounds like you're trying to create this report in Insights and not Explore, is that correct?
If you've switched to Explore here's the recipe for creating the reports you're requesting:
The number of replies sent by agent by hour for a day
1. Choose SUM(Agent replies) as metric
2. Choose Ticket updated - hour as a column, exclude 0 and edit the daterange to the range you wish.
3. Choose the visualization you want and you'll get this result:
The average number of replies sent by agent by hour:
I've created almost the same report as above, just with the average and overall history:
1. Choose AVG(Agent replies) as a metric
2. Choose Ticket updated - hour, exclude 0 replies and choose all history.
3. Choose your visualization and you'll get this result, which will show the avg replies pr. hour over all history:
I hope this helps you! :-)
#helpsome regards,
Louise Dissing
Team Lead @ helphouse.io -
Thanks, Louise! I should have updated that I got this figured out (using Insights, we have a lot of data and Explore is pretty slow for us right now). The ticket updated time indicates the last time the ticket was updated, so it's not an accurate reflection of when a single reply on a ticket was sent.
My Insights report for this is:
- What = # Ticket Updates
- How = Hour of Event, Updater
- Filter = updater role is agent or admin, comment is present, public comment is true
For averaging, I just exported this report and divided the entries by the number of days in the time period I was looking at.
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Hi Alex,
Nice to hear that you've solved this on your own!
When you migrate to Explore, you'll be able to apply almost the same logic to your reports over there, but if you're in doubt about anything, feel free to reach out!
Have a nice day :-)
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