James McCoy
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James McCoy hat einen Post erstellt
Using a consistent date perspective for Satisfaction metrics
Hi all, Our org is using a combination of Zendesk Explore and extracted data via the API that we create charts from in Tableau. We are having issues lining up Satisfaction data between Explore and ...
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James McCoy hat einen Kommentar hinterlassen
I want to align all the Satisfaction charts to use Ticket Created Date, but when I change the dates I want to use in the filter config AND the query config, none of the data actually filters. Even ...
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James McCoy hat einen Post erstellt
How to view details of all public comments sent by an agent?
BeantwortetOur managers would like the ability to view the text content of public comments sent by Agents in a table. Is this possible? I can only find ways to aggregate comment totals. We want to see the act...
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James McCoy hat einen Kommentar hinterlassen
Hi, Can someone explain to me why anyone would want to duplicate a dataset? Doesn't that open the door for possibly having conflicting reports if a person splinters off the main dataset and starts ...
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James McCoy hat einen Kommentar hinterlassen
@... I still need help answering my original question.
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James McCoy hat einen Kommentar hinterlassen
The Satisfaction score is the actual score itself. The two metrics I mentioned have almost identical definitions and they should, by that logic, be the same value.
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James McCoy hat einen Post erstellt
Why are Satisfaction Rated % and Rated Tickets % showing different values?
BeantwortetHello, On the default Zendesk Support dashboard in Explore, on the Satisfaction tab, there are two metrics that by definition should be the same value: Satisfaction Rated %Rated Tickets % (in the R...
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James McCoy hat einen Kommentar hinterlassen
@... I am referring to the latter. What I'm trying to do is apply a filter selection box to the 'Agent Updates' page of the default dashboard. I have applied Updater Role = Agent,Admin to the query...
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James McCoy hat einen Kommentar hinterlassen
I do not have any metric level filters applied and my drillthrough is still blank. I made a Ticket Updates query to show cases that go from Pending-Closed and skip Solved. The query shows 7000 resu...
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James McCoy hat einen Kommentar hinterlassen
Where do we find an index of Group IDs so we can match them to their names?