Hi folks, I noticed a wild discrepancy when I looked at the prebuilt Support dashboard. On the Agent Updates tab, the “Tickets Created” KPI, is being excluded from “Ticket Created” filters, and locked into “Update- Ticket Update” as the only time filter allowed to touch it, which seems weird and likely part of the problem. On top of that, it has a built in filter that says to only look for tickets updated during that time period, that were updated by an agent or admin:
This means the report is excluding every single ticket that was created by a customer and has not been touched by an agent yet. That’s just not an accurate way to count the number of tickets created over the last 30 days. It’s off by a whole decimal point for me, for instance.
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