Feature Request Summary:
Please build a functional attribute for Last Assignment to Solved. The current one cannot work properly due to how the formula was designed.
The metric Last assignment to resolution time (min)" does not work. It will return negative values for assignment time if the ticket was assigned multiple times. This is a fundamental flaw in the base formula. It would need to use some sort of DATE_LAST_FIX to accommodate tickets that have had multiple assignments and multiple resolutions.
This is the formula as it is currently:
DATE_DIFF([Ticket solved - Timestamp],[Ticket assigned - Timestamp], "nb_of_minutes")
This was uncovered while looking at a prebuilt report for the new beta dashboards, "Efficiency: Last assignment to resolution time median [template] ". This report returns bad data out of the box as a result. Here it is narrowed down to a single agent as an example:
Business impact of limitation or missing feature:
It's extremely important that the prebuilt metrics are functional and return accurate results. It hurts trust in the product when the system is returning inaccurate results from reporting Zendesk built.
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