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2. Zendesk Suite Q&A
3. Showing SLA metrics for specific agents over period of time

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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• Erstellt 14. August 2019 17:39
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1. Community
2. Zendesk Suite Q&A
3. Showing SLA metrics for specific agents over period of time

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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• Erstellt 14. August 2019 17:34
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1. Community
2. Zendesk Suite Q&A
3. Showing SLA metrics for specific agents over period of time

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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• Erstellt 31. Juli 2019 19:57
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1. Community
2. Feedback - Ticketing System (Support)
3. SLA Alerting in Minutes

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.

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• Erstellt 14. Mai 2019 20:46
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