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VK hat einen Kommentar hinterlassen
Furthermore, if an agent's % of achieved/breached is 80/20, is Explore able to deep dive into those figures and break down or list each ticket, its SLA time, and how long it took to answer that tic...
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VK hat einen Kommentar hinterlassen
Can you help me understand some logic and how it would play into these reports? If we have a CCSS SLA that you have to answer a ticket within 15 minutes - what happens if a ticket gets created in t...
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VK hat einen Kommentar hinterlassen
My big ask data is: If I have a goal of 95% of tickets solved within a certain time (set in the SLA's), I need to be able to see how many tickets the agents answered, and see how many of those tic...
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VK hat einen Post erstellt
Showing SLA metrics for specific agents over period of time
Hello! This is a big, multi-question ask so I'll try to be as succinct as possible. I am trying to setup Explore to see the total amount of achieved/breached tickets a certain group of agents (5 ag...
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VK hat einen Kommentar hinterlassen
I'd also love to have minute increments. As Mark Sadegursky said it makes no sense to give us the option to have SLA's in minutes but not add triggers for them.