Eric G. Gao

1. Community
2. Explore Q&A
3. Next Reply Time - Clarification Question

Hi Rylan & Carmelo, As Brett mentioned above there is currently no standard metric/method in Explore that can capture the next reply time. However, the good news is that metrics such as next reply...

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• Eric G. Gao
• Erstellt 16. April 2021 14:41
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1. Community
2. Explore Q&A
3. Cross reporting between Guide and Support

Hi Amy, The ability to report across multiple datasets will be a key item on our roadmap for this year. In the meantime, we recommend subscribing to our Product Announcement page (https://support....

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• Eric G. Gao
• Erstellt 15. April 2021 14:19
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1. Explore
2. ...
3. Building queries
4. Understanding ticket channels in Explore

Hi Chad, You are correct that the Update Channel attribute is only available in the Ticket Updates dataset, and not the Tickets dataset. If you were planning on using the Tickets dataset, we would...

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• Eric G. Gao
• Erstellt 12. April 2021 15:57
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1. Community
2. Chat Q&A
3. Reporting on Unanswered Transferred Chats

Hi Matt, Unfortunately there is not a native metric that captures transferred chats that later dropped. That said, you could potentially look into creating a custom metric with some logic involvin...

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• Eric G. Gao
• Erstellt 9. April 2021 18:23
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1. Support
2. ...
3. Reporting
4. Analyzing your Support activity

Hi Heather, The Satisfaction tab, as well as the default satisfaction queries in Explore, will be looking at the ticket solved date (rather than the CSAT rated date). Explore currently does not ha...

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• Eric G. Gao
• Erstellt 8. April 2021 22:09
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1. Community
2. Support Q&A
3. User ID Tracking in Analytics

Hi Yoosuf, Thanks for reaching out. If you are on an integrated account (Support + Chat) then these APIs will not be accessible due to deprecation. If you are on a standalone Zopim instance and st...

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• Eric G. Gao
• Erstellt 7. April 2021 20:53
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1. Community
2. Explore Q&A
3. How can I set the ticket age including all ticket status?

Thanks for sharing the example, David! In regards to the Pending status, it will be included in the "Unsolved tickets age" since it's essentially capturing the total time elapsed between the ticke...

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• Eric G. Gao
• Erstellt 5. April 2021 21:49
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1. Explore
2. ...
3. Explore recipes
4. Explore recipe: Ticket assigns per day

Hi Jane, The recipe will include all ticket assignments, including reassignments. So any reassigned tickets will be captured by the query accordingly. Warm Regards, Eric Eric G. Gao | Technical Su...

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• Eric G. Gao
• Erstellt 29. März 2021 16:17
• 1 Stimme

1. Explore
2. ...
3. Publishing and sharing dashboards
4. Scheduling dashboard deliveries

Correction below - The two are: "dashboard_title" and "date" (with double curly brackets added). Thanks, Eric G. Gao | Technical Support Architect | Zendesk

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• Eric G. Gao
• Erstellt 23. März 2021 16:49
• 0 Stimmen

1. Explore
2. ...
3. Publishing and sharing dashboards
4. Scheduling dashboard deliveries

Hi David, There are currently two placeholders available for Explore dashboard scheduling: title for the dashboard date of the dashboard in the agent's timezone Thanks, Eric G. Gao | Technical S...

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• Eric G. Gao
• Erstellt 22. März 2021 18:50
• 0 Stimmen