[Request]: Metric for oldest date of last update from an agent on an open ticket

Answered

7 Comments

  • Graeme Carmichael
    Comment actions Permalink

    Jake

    This is a really good idea for a report. I hope that I can provide you with a solution that is good enough for you.

    The date of the last ticket update is easy. But, the last update by an agent is stored but it is stored in minutes. So displaying the exact time of the update is tricky. Instead, we can estimate how long ago in days since the last agent update.

    Also, on the assumption that the assigned agent is responsible for the ticket, I will show the assignee but the update may be by any agent.

    The HOW select becomes:

    Define some custom metrics:


    Then filter:

    That last filter is a numeric range filter. Lets take a closer look:

    And with a bit of luck you can have something like:



     

    2
  • Jake
    Comment actions Permalink

    Wow Graeme, I am incredibly thankful. This was so thorough!!

    I'll definitely give this a shot. Thanks!

    0
  • Jennifer Rowe
    Comment actions Permalink

    Wow is right! Thanks, Graeme!

    0
  • Manish Khemka
    Comment actions Permalink

    With so many updates during the year, is this still the best way to achieve this?

     

    Best Regards

    Manish Khemka.

    0
  • John McGovern
    Comment actions Permalink

    Many thanks for your work on the Graeme.

    I followed the steps and created the report and the outcome looks like yours.

    BUT when I check the tickets its does not seem to be true.

    i.e. I wanted to know how old the agent tickets where which had the last update by an end-user and get results but when I check the ticket my agent had updated it before the listed days.

    Could you help further?

    0
  • Graeme Carmichael
    Comment actions Permalink

    John

    This is a blast from the past, but it still seems to work for me.

    The days listed should show the time since the last update by an agent. Remember when checking the ticket to list all events as some actions by agents are not part of the conversation. For example, re-assigning a ticket will show as an event and may be the last action by the agent for the proposes of this report.

    0
  • John McGovern
    Comment actions Permalink

    Ha ha - Was not sure if you even STILL on here Graeme as the post was from 2015.

    I'm new to this but wanted a report basically trying to see if the agents are doing what they have been asked ( we have quite a few agents based in different locations).

    So I changed your report for Updater Role to 'End user' and wanted to see all tickets where the agents had not responded to an end user and for how many days. 

    All looks the same as you but my top line reports that the end user (made the last update) and that was 250 days ago but when I look at the ticket the last updater was an agent just 7 days ago... so I am not getting a true report!

    Not sure how you can help on the forum but thanks for your response.

    0

Please sign in to leave a comment.

Powered by Zendesk