Explore recipe: Displaying tickets answered within different time brackets

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11 Comments

  • Mengxin
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    Hi there,

    I'm trying to create the same bracket for calls and there's an error message on my query, whereas i've basically copy pasted "first reply time brackets". 

    Here's the first reply time brackets query:

    IF (VALUE(First reply time (min)) <= 60) 
    THEN "0-1 hrs"
    ELIF (VALUE(First reply time (min))>60 AND VALUE(First reply time (min)) <= 60*8)
    THEN "1-8 hrs"
    ELIF (VALUE(First reply time (min))>60*8 AND VALUE(First reply time (min)) <= 60*24)
    THEN "8-24 hrs"
    ELIF (VALUE(First reply time (min)) > 60*24)
    THEN ">24 hrs"
    ELSE "No Replies"
    ENDIF

    And here's my query: 

    and the error message indicates that line 1 is not correct. 

    IF (VALUE(Call wait time (sec)) <= 10)
    THEN "0-10 sec"
    ELIF (VALUE(Call wait time (sec)) > 10 AND (VALUE(Call wait time (sec)) <= 30)
    THEN "10-30 sec"
    ELIF (VALUE(Call wait time (sec)) > 30 AND (VALUE(Call wait time (sec)) <= 60)
    THEN "30-60 sec"
    ELIF (VALUE(Call wait time (sec)) > 60
    THEN ">1 min"
    ELSE "Missed"
    ENDIF
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  • Ricardo
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    Hello, Mengxin,

    It looks like we have an open ticket with you regarding that. I will follow up there. Thank you!

    0
  • Mengxin
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    Hello Ricardo,

     

    I dont see any open tickets, could you confirm? 

    0
  • Ricardo
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    I have just sent you an email from that ticket. Hope it helps.

    0
  • Katie Saddlemire
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    Is it possible to create a version of this that is within business hours? 

     

    Thanks! 

    1
  • Joe Beaudoin
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    Hi Katie,

    Thanks for your question!

    Yes, it's possible. The recipe calls for the Tickets metric and the First Reply Time Brackets attribute, but you will need to leverage the First Reply Time Business Hours (min) metric in a custom calculated attribute to get what you're asking for.

    Take a look at the following screenshot:

    Notice how the First Reply Time Brackets attribute has a syntax that references VALUE(first reply time (min)) -- you will need to build your calculated attribute in a similar fashion but reference VALUE(first reply time business hours (min)) instead. Any adjustments to the bracket ranges would be up to your discretion based on how you want the data to display.

    I hope that helps!

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  • Christopher C.
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    Hello,

    How can you stack the result on top of each other and list them per day for the last 8 days?

    For example:

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  • Brett - Community Manager
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    Hey Christopher,

    We have some documentation available that goes over setting up stacked bar charts here: Using stacked charts to display results

    You can then add your date filter for the last 8 days.

    Hope this helps!

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  • Sophie Harris
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    Hi, would it be possible to create something like this, but instead showing ticket created within different time brackets? (E.g. % tickets created between 7am and 12pm, then between 12pm and 5pm etc)? 

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  • Devan
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    Hello Sophie Harris,

    So you should be able to replicate this report with tickets created by utilizing the following metric. I've also included an article that explains how to build a report similar to what you've described if you need some further reference. Let us know, though, if you run into any hiccups along the way.

    COUNT(Tickets Solved)

    Explore recipe: Reporting on created and solved tickets

    Best regards. 

     

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  • Sophie Harris
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    Hi Devan

    Thanks for the reply! I'm a bit confused, because won't COUNT(Tickets Solved) show me a metric based on the tickets solved? Whereas I'm trying to find what % of tickets are created in various time brackets (e.g. what % of our tickets came in before 9am last week). Let me know if I'm missing something here though!

    I'm also unsure how to create the time brackets - I can see in the query above that there are some pre-made "first reply time" brackets that you can just select, but I don't know have any brackets for when tickets were created (e.g. between 12am and 7am, between 7am and 12pm etc.). Is there a query that can be shared on how to build that? Thanks, and sorry for all the questions!

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