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Q&A - Reporting and analytics

Ask your questions, engage in discussion, and find solutions related to dashboard building, reports, and sharing.

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      Customer Satisfaction CSAT Report in Explore
      Beantwortet
      We recently turned on CSAT in Support which replaces our NPS. However, when it comes to reporting we are having 2 sets o...

      Gepostet 11. Jan. 2021 · Jahn Jerenz Bronilla

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      Understanding Differing Ticket Counts between Datasets
      Beantwortet
      I'm currently working on reviewing data from our past year. Simple start is comparing our volume to the previous year. T...

      Gepostet 08. Jan. 2021 · Travis Tubbs

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      Report on list of tickets which were set to Pending status for the very first time
      Beantwortet
      Hi, Can you please help me to find a way to report on a list of tickets that went in Pending status for the very first ...

      Gepostet 06. Jan. 2021 · Prerana Jawalkar

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      Count of Ticket Field change in Exlpore
      Beantwortet
      Hi there,  I'm a bit stuck (and mods, apologies but I have posted this within another post, but wasn't descriptive enou...

      Gepostet 05. Jan. 2021 · Emma Kane

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      Calculating time between status updates
      Beantwortet
      I am trying to calculate the time between status updates. For example: How long to tickets usually take to go from tick...

      Gepostet 05. Jan. 2021 · Britta Felzmann

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      FCR % - I need to find a way to capture % Full Resolution Time < 2 hrs of tickets solved
      Beantwortet
      I need to find a way to capture % First Contact Resolution < 2 hrs ( tickets solved within 2 hours) for my agents and...

      Gepostet 30. Dez. 2020 · Ron Stuckey

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      Using date range calculated metric in a standard calculated metric
      Beantwortet
      Hello, I am trying to use a date range calculated metric in a standard one but I don't succeed. I have my two metrics ...

      Gepostet 28. Dez. 2020 · Le blagueur masqué

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      Count updates on specific custom field
      Beantwortet
      Hi all, I want to analyze in Explore how often a specific custom field on a ticket was changed by a group of agents. I ...

      Gepostet 29. Okt. 2020 · Stephan Buse

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      Using Groups in Stacked Charts
      Beantwortet
      All, I've searched the community and can't find how to do this.  I have multiple categories and subcategories for ticke...

      Gepostet 10. Jan. 2020 · John Ritter

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      First Response Time Inaccuracies
      Beantwortet
      We were noticing that when we get statistics from the main Zendesk Reporting dashboard that we always had a percentage o...

      Gepostet 27. Nov. 2019 · IOLLA Support

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