Amy Dee

1. Community
2. Insights Q&A
3. Does "Time Spent Per Update" include time spent on phone?

Hi João! Is the "Time Spent Per Update" value coming from the Zendesk Time Tracking app? If so, it can capture the agent's time on the call, but it depends on the workflow. The Time Tracking app ru...

• Kommentar anzeigen
• Amy Dee
• Erstellt 19. Juni 2020 22:21
• 1 Stimme

1. Community
2. Insights Q&A
3. Insights attribute filters and renamed custom field values

Hi Darryll! There isn't a user-facing tool for this process. We need to coordinate with GoodData to run project reloads, since it requires some extra steps on their side. I'm going to create a tick...

• Kommentar anzeigen
• Amy Dee
• Erstellt 17. Mai 2020 21:21
• 1 Stimme

1. Support
2. ...
3. Reporting and performance
4. What is the difference between # Solved Tickets and # Tickets Solved?

Hi Ofir! These metrics live in separate datasets in Explore, so you won't see them side by side. In the Tickets dataset, you'll find the "Solved Tickets" metric. It counts tickets in solved or clo...

• Kommentar anzeigen
• Amy Dee
• Erstellt 5. Mai 2020 22:30
• 0 Stimmen

1. Community
2. Insights Q&A
3. Individual Agent Reports

Hi David! Hi Evan! You can do this in Insights with User-Specific Values in a Variable. You'll need to open the GoodData interface for this, since it's not available through the iframe in Zendesk. ...

• Kommentar anzeigen
• Amy Dee
• Erstellt 27. April 2020 20:12
• 0 Stimmen

1. Community
2. Insights Q&A
3. return tickets based on signed in user/ticket assignee

Hi Daniel! A report like this should be possible, but it takes some effort to set up. The keywords THIS, PREVIOUS, and NEXT only apply to time ranges, so you wouldn't be able to use THIS with an at...

• Kommentar anzeigen
• Amy Dee
• Erstellt 11. Februar 2020 18:15
• 0 Stimmen

1. Community
2. Insights Q&A
3. [Support and Explore] Counting tickets correctly

Hi Cyrille! I think the discrepancies here are coming from two broad sources: First is ticket archiving. After a ticket has been closed for 120 days, it is archived. Archived tickets still exist in...

• Kommentar anzeigen
• Amy Dee
• Erstellt 5. Februar 2020 17:35
• 0 Stimmen

1. Community
2. Insights Q&A
3. Insights: How to track response times of a ticket that gets assigned to a different group

Hi Miguel! This sounds like a textbook case for this recipe: Duration between two events in minutes. That recipe shows you how to identify timestamps for specific ticket events, then find the diffe...

• Kommentar anzeigen
• Amy Dee
• Erstellt 31. Januar 2020 15:02
• 1 Stimme

1. Support
2. ...
3. Reporting
4. Understanding first reply time

Hi Sy! Merged tickets are still counted separately for all calculations and metrics. Zendesk doesn't combine the backend data or remove the merging ticket from the API.  For your example, ticket B ...

• Kommentar anzeigen
• Amy Dee
• Erstellt 30. Januar 2020 16:44
• 2 Stimmen

1. Support
2. ...
3. Reporting and performance
4. What are the Historic attributes in Insights?

Hi Imran! There are only four "Historic" attributes - Status, Priority, Group, and Assignee. Insights has to go through extra steps to capture those values, so it only covers default system fields....

• Kommentar anzeigen
• Amy Dee
• Erstellt 28. Januar 2020 15:36
• 0 Stimmen

1. Support
2. ...
3. Best practices and recipes
4. Insights tag reporting: Reporting on tickets with one or more tags (Professional and Enterprise)

Hi Taline! These all need to be separate metrics -  SELECT IFNULL((SELECT # Tickets WHERE Ticket Tag = tag_a),0) SELECT IFNULL((SELECT # Tickets WHERE Ticket Tag = tag_b),0) SELECT IFNULL((SELECT ...

• Kommentar anzeigen
• Amy Dee
• Erstellt 22. Januar 2020 23:26
• 0 Stimmen