By Holly Szkoropad, GoodData
In this post, we will demonstrate how you can show the Full Resolution Time (or other metrics) for certain tags using this scenario:
- I use a tag "customer" for all customer-related tickets
- I want to show the First Reply Time for these tickets
In a previous post we talked about the differences between Tags and other ticket fields. To recap, imagine you have only one ticket with four tags and a First Reply Time of one hour. If we want to slice the First Reply Time by one of the tags, we find that we cannot do so. The reason is that GoodData has no way to slice the one hour First Reply into the four different tags of the ticket. Rather, the first reply is tied to the Ticket, not to any individual tag.
What we need to in this case is filter not on a specific Tag, but rather filter for Tickets which contain a certain tag.
First, we need to create a custom metric to show tags with our tag "customer."
This new metric will not be displayed in our report, but instead will be used to filter our results so we only see tickets containing our "customer" tag.
To do this, we will create the following filter:
This filter means we are filtering our results to only contain Ticket IDs which contain the "customer" tag.
Now, we can define the report:
Full Resolution Time or First Reply Time or any ticket time
Ticket Group or whichever attribute(s) needed
(The filter made above) Ticket Id where # Tickets w/ Customer is equal to 1
To review, the proper interpretation of this report is that we are pulling the median First Reply Time of tickets with the "customer" tag that are assigned to these ticket groups. For more information and examples using the tag metric, see Filtering reports by tag.