Average vs Median Follow

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2 comments

  • Avatar
    Breydon Stangeland (Edited )

    Hi Eugene,

    You mention

    "I will filter out proactive tickets, the once created by agents, from the report because most of them have irregularly high First reply time."

    How do you filter out pro-active tickets (agent created tickets) from your first reply time avg tickets?

    I've been looking for a way to do this for quite some time.

    Is it simply filtering out 'ticket created by [agent]' ?

    ----

    [Edit] I just found your great post explaining exactly this question. Sorry about that!

    Looking forward to finding out how.

  • Avatar
    Eugene Orman

    Hi Breydon,  

    The easiest way to filter out the proactive tickets would be by using the Ticket Submitter Role attribute, which unfortunately is not available in Insights. It is available in our new reporting product - Explore, that is in the beta stage at the moment. 

    The best workaround in Insights is to use the Ticket Submitter filter. Since you want to exclude all tickets submitted by agents the filter configuration will be:  Ticket Submitter isn't (names of your agents).








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