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Owen Greenberg

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    Owen Greenberg hat einen Post erstellt

    Ticket Tags in Chat Engagements Dataset

    1. Community
    2. Feedback - Reporting and analytics (Explore)

    Hi team, Can we get Ticket Tags added to the Chat Engagements dataset, the same way they're in the Calls and Tickets datasets? Here's a use case: we report on mandatory field values of the ticket f...

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    Owen Greenberg hat einen Post erstellt

    Add TITLECASE function

    1. Community
    2. Feedback - Reporting and analytics (Explore)

    Hi team. I see you have "UPPERCASE()" and "LOWERCASE()" functions available for custom attributes and metrics in Explore, but not "TITLECASE()". I'd like to turn `text THAT IS like this` into `Text...

    • Owen Greenberg
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    Owen Greenberg hat einen Kommentar hinterlassen

    1. Community
    2. Zendesk Suite Q&A
    3. Can I use a formula in an Explore dashboard text field?

    All I've got is a janky workaround, and you're probably not going to like it. If you don't want to spend a long time on this, make your dashboard time filter highly visible so that people can see t...

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    Owen Greenberg hat einen Kommentar hinterlassen

    1. Community
    2. Zendesk Suite Q&A
    3. Sort table rows by metric while preserving row hierarchy

    Thanks RJ. I came to the same conclusion on my side, but wanted to be sure before I submitted a feedback post. Unfortunately, in this case, my Attribute 2 values are different depending on what Att...

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    Owen Greenberg hat einen Post erstellt

    Sort table rows by metric while preserving row hierarchy

    Beantwortet
    1. Community
    2. Zendesk Suite Q&A

    Hi all, In a "Table" visualization, I'd like to be able to sort multiple attributes by a metric in a way that preserves their groupings. I've been trying every possible sort I can think of, but I c...

    • Owen Greenberg
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    Owen Greenberg hat einen Post erstellt

    Number of agents online at any given time bucket

    Beantwortet
    1. Community
    2. Zendesk Suite Q&A

    Hi all, I'm looking for a way to report on the number of agents that were online during a given time bucket (e.g. within a given hour of the day). I can't find a way to report on this. Does anyone ...

    • Owen Greenberg
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    Owen Greenberg hat einen Post erstellt

    Update RegExp Implementation

    1. Community
    2. Feedback - Reporting and analytics (Explore)

    Hi all, Most RegExp implementations nowadays allow "\K" to reset the match and continue from a certain point - essentially a way to allow lookbehinds that aren't fixed length. However, using this s...

    • Owen Greenberg
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    Owen Greenberg hat einen Kommentar hinterlassen

    1. Community
    2. Zendesk Suite Q&A
    3. Explore Query - Solved ticket within 1 week

    Hi Adrian, Have you tried making a new metric for tickets solved within 7 days? It should look something like this: IF (DATE_DIFF([Ticket solved - Date],[Ticket created - Date],"day") <= 7) THEN [T...

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    Owen Greenberg hat einen Post erstellt

    Choose Filters that a Bookmark Affects

    Beantwortet
    1. Community
    2. Zendesk Suite Q&A

    Hi all, Something that's been really frustrating me recently is this: I need to have certain filters stay at what the viewer selects after using a bookmark, but I can't figure out how to do this. T...

    • Owen Greenberg
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    Owen Greenberg hat einen Kommentar hinterlassen

    1. Community
    2. Zendesk Suite Q&A
    3. Running Total as % for Pareto Chart

    @...: to address your edit, I seem to now be getting this problem. Can I somehow divide by the total in the formula of the metric to fix this, or is this as close as we're going to get? Thanks for...