Please make ALL metrics and attributes from the Support Default dataset available on SLA dataset
I am very, very tired of trying to build incredibly basic things for SLA charts, to find that key components were left out of this dataset. There's no reason, at all, for these things to be excluded.
Here's a list of every single metric that was left out:
| % Multi-touch tickets |
| % One-touch tickets |
| % Satisfaction rated |
| % Satisfaction score |
| % Satisfaction surveyed |
| % Ticket skill fulfillment rate |
| % Ticket skill usage rate |
| % Two-touch tickets |
| Agent replies |
| Agent submitted tickets |
| Agents |
| Assigned unsolved tickets |
| Assignee stations |
| Assignees |
| Bad satisfaction tickets |
| Bad satisfaction tickets w/comment |
| Deleted organizations |
| Deleted users |
| End-user submitted tickets |
| End-users |
| First assignment time (days) |
| First assignment time (hrs) |
| First assignment time (min) |
| First assignment to resolution time (days) |
| First assignment to resolution time (hrs) |
| First assignment to resolution time (min) |
| First reply time (sec) |
| Fulfilled ticket skills |
| Good satisfaction tickets |
| Good satisfaction tickets w/comment |
| Group stations |
| Inbound shared tickets |
| Incidents |
| Last assignment time (days) |
| Last assignment time (hrs) |
| Last assignment time (min) |
| Last assignment to resolution time (days) |
| Last assignment to resolution time (hrs) |
| Last assignment to resolution time (min) |
| Multi-touch tickets |
| New tickets |
| On-hold tickets |
| One-touch tickets |
| Open tickets |
| Organizations |
| Outbound shared tickets |
| Pending tickets |
| Problems |
| Rated satisfaction tickets |
| Reassigned tickets |
| Reopened tickets |
| Reopens |
| Requesters |
| Set ticket skills |
| Solved tickets |
| Surveyed satisfaction tickets |
| Suspended users |
| Tickets |
| Tickets created - Daily average |
| Tickets created - Last 30 days |
| Tickets created - Last 7 days |
| Tickets created - last month |
| Tickets created - Last week |
| Tickets created - Last year |
| Tickets created - Previous 30 days |
| Tickets created - Previous 7 days |
| Tickets created - This month |
| Tickets created - This week |
| Tickets created - This year |
| Tickets solved - Daily average |
| Tickets solved - Last 30 days |
| Tickets solved - Last 7 days |
| Tickets solved - Last month |
| Tickets solved - Last week |
| Tickets solved - Previous 30 days |
| Tickets solved - Previous 7 days |
| Tickets solved - This month |
| Tickets solved - This week |
| Tickets solved - This year |
| Tickets w/o skills |
| Tickets w/skills |
| Time since assignee login (days) |
| Time since assignee login (hrs) |
| Time since assignee login (min) |
| Time since user login (days) |
| Time since user login (hrs) |
| Time since user login (min) |
| Two-touch tickets |
| Unassigned unsolved tickets |
| Unreplied tickets |
| Unreplied unsolved tickets |
| Unsolved tickets |
| Unsolved tickets age (days) |
| Unsolved tickets age (hrs) |
| Unsolved tickets age (min) |
| Unsolved tickets time since update (days) |
| Unsolved tickets time since update (hrs) |
| Unsolved tickets time since update (min) |
| Unsurveyed satisfaction tickets |
| Users |
There's no reason these can't be included, please give us parity!
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