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Pat Harland-Lee

Beigetreten 16. Apr. 2021

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Letzte Aktivität 12. Feb. 2024

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Community-Kommentar Feedback - Reporting and analytics (Explore)

Absolutely agree! We don't have 24/7 support so calendar hours is not a true reflection of the time an agent was responsible for a ticket compared to our SLAs (which are in business hours)

Kommentar anzeigen · Gepostet 10. Aug. 2022 · Pat Harland-Lee

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Community-Kommentar Q&A - Reporting and analytics

Heya, just realised it should be "VALUE(Field changes time (min))" instead of "[Ticket ID]", however that only gets calendar hours. How do I get it for Business Hours?

Kommentar anzeigen · Gepostet 03. Aug. 2022 · Pat Harland-Lee

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Community-Kommentar Q&A - Reporting and analytics

Heya, we need to show (and agents themselves want to see, compared to colleagues) averages for Next Reply Time (not just the time to reply after the client's response to our first reply).

Gab are you able to share an example screenshot of what you mentioned as I had trouble following along and creating it myself. Here's what I've got so far:

Kommentar anzeigen · Gepostet 18. Juli 2022 · Pat Harland-Lee

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Community-Kommentar Feedback - Reporting and analytics (Explore)

Hey guys, any update since Q2 has come and gone now?

Kommentar anzeigen · Gepostet 08. Juli 2022 · Pat Harland-Lee

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Post Feedback - Reporting and analytics (Explore)

Discussed with support who said Explore doesn't currently support this.

When making a report that shows all of our Organizations per region (Y axis) and the month they were created (X axis), if there weren't any Organizations created in the last month on the X axis, it won't show that month at all. It's important for us to show VISUALLY that there are no new Organizations created, otherwise the viewer could think that we just forgot to show the last month and it's our fault.

Gepostet 07. Juli 2022 · Pat Harland-Lee

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Community-Kommentar Feedback - Ticketing system (Support)

Hi @... I also am still getting the same issue as Joost - messages still open at the bottom of the latest message rather than the top. Is there a setting we have to change?

Kommentar anzeigen · Gepostet 29. März 2022 · Pat Harland-Lee

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Community-Kommentar Feedback - Voice (Talk)

Karen Hynes We need to be able to report on which users were on which status historically so that we can see who was responsible at the time when a call was missed and went to voicemail (much tougher to monitor this with WFH!)

Kommentar anzeigen · Gepostet 01. Dez. 2021 · Pat Harland-Lee

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KommentarMetrics, attributes, and filters

Actually I found that the answer in How can I include 0 values in Explore reports? worked - I just went to Result Manipulation > Time Axis and checked the box :)

Kommentar anzeigen · Gepostet 08. Nov. 2021 · Pat Harland-Lee

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KommentarHow to create and update reports

Kommentar anzeigen · Gepostet 08. Nov. 2021 · Pat Harland-Lee

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Community-Kommentar Feedback - Ticketing system (Support)

Yes please!

Kommentar anzeigen · Gepostet 27. Okt. 2021 · Pat Harland-Lee

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