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Jason McLean

Beigetreten 12. Jan. 2022

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Letzte Aktivität 10. Aug. 2022

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Thanks, @... appreciate the assist

Kommentar anzeigen · Gepostet 10. Aug. 2022 · Jason McLean

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Does anyone know of a way that I can create a report of the average first response time by the hour of the day? Then a separate report by day of the week? We are trying to see when we are least responsive so we can make a plan to resource it. 

 

Basically, I would like to replicate these reports but using the first response time instead

Kommentar anzeigen · Gepostet 09. Aug. 2022 · Jason McLean

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Hi team, 

 

Is someone able to assist with how to create a query that will use the first response time (not business hours) and filter it to only the weekend (Saturday/Sunday) by month?  I am trying to see what happens to the FRT over the weekends only since we don't have the same number of agents on during this time. 

 

I was imagining it would look something like this 

Ticket solved month       FRT (hrs)

Jan                                 3

Feb                                4

 

Thanks, 

 

Jase

Kommentar anzeigen · Gepostet 31. Jan. 2022 · Jason McLean

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Thanks for the quick reply @...

So there isn't really a way that you know of currently to be able to do a search directly from slack that would be able to view articles? More so just using AB to surface the top answer it thinks fits? 

Regarding Labels, we are going through the process of labels however I don't think this is not going to resolve the issue because it will just prioritize the labels whereas we want it to prioritize based on the relevance of content. 

Kommentar anzeigen · Gepostet 13. Jan. 2022 · Jason McLean

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Hi Team, 

 

I am looking for something a bit different so not sure if this is the right place to post it. 

Basically, we have created an internal knowledge base for staff and we want to open this up to non-agents, partners etc. We can just set the permissions to signed-in people as some of the content can't be shared with customers. 

The idea is to be able to invite people to a slack channel that people can post a question and it would surface the best answers across the entire helpcenter (both external and internal) to try and reduce the same questions coming in.

 

Does anyone have any ideas on how to do this? 

 

Thanks,

 

Jase

Kommentar anzeigen · Gepostet 12. Jan. 2022 · Jason McLean

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