Ticket solved per amount of agent touches

2 Comments

  • Jacob J Christensen
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    Hi Wojciech,

    I haven't tested it myself just yet, but I think you'd need to do some custom metrics for each possible amount of ticket touch like:

    SELECT # Tickets Solved WHERE (SELECT # Replies BY Ticket Id) = 2

    Where 2 is the number of public replies.

    If you want agent updates specifically, I think you'd need another custom metric instead of the # replies.

    Sorry for not being more specific in regard to your use case, but I hope this gets you started. Let me know if you have question.

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  • Jacob J Christensen
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    You could also do one (or more) of the metrics for a range of update like more than 5.

    SELECT # Tickets Solved WHERE (SELECT # Replies BY Ticket Id) > 5
    0

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