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Reporting on time spend between individual status change
Gepostet 26. Juli 2022
Example:
A client wishes to know long it has been since one of their users has had a case in pending w/out having to look directly at individual cases or to try to do the math by reviewing multiple "last response" columns to determine how long since the agent placed the case in a pending status.
Their end goal is to know how and when to press their end user to respond.
Currently, the system does not allow reporting on that metric.
More details can be found in my case with Support found here
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3 Kommentare
Lou
I'm no expert on reporting, so I'll dodge that specific question, but have you looked at the bump bump solve best practice? Could be useful in your case:
Bump Bump Solve
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Brandon Tahquette
Lou We use that but the organization structure is one where we report data up to a corporate structure that is indirectly related in Zendesk. Each Franchisee is their own organization connected to the greater Corporate organization that meets with us and is asking for this information to prevent the case from going to a resolved status that results from bump bump solve. They are a demanding client, but the data is there. The problem is that explore only allows us to see total time in each status for the lifecycle of the case.
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Dave Dyson
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