
Eric G. Gao
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Eric G. Gao hat einen Kommentar hinterlassen
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 hat einen Kommentar hinterlassen
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 hat einen Kommentar hinterlassen
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 hat einen Kommentar hinterlassen
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 hat einen Kommentar hinterlassen
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 hat einen Kommentar hinterlassen
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 hat einen Kommentar hinterlassen
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 hat einen Kommentar hinterlassen
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 hat einen Kommentar hinterlassen
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 hat einen Kommentar hinterlassen
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...