Explore Datasets

7 Comments

  • Vincent Dollet

    Hi Kerry,

    Thanks for reaching out.

    Just to be sure, can you please confirm you are interested in pulling a list with:

    • Ticket ID
    • SLA Policy Name
    • SLA status (breached vs achieved) across all metrics
    • Total time spent in new status, across the entire ticket's lifecyle
    • Total time spent in open status, across the entire ticket's lifecyle
    • Total time spent in pending status, across the entire ticket's lifecyle
    • Total time spent in on-hold status, across the entire ticket's lifecyle

    Kind regards

    Vincent

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  • Kerry

    Hi Vincent,

     

    Yes, we would like to be able to build a report with the metrics/attributes listed.

     

    Kind Regards

    Kerry

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  • Chris Bulin

    We would like to build a report that shows Total Time Spent, Avg Time per Ticket, and Avg Time Per Update for tickets that have 0 or 1 agent reply. Unfortunately, agent replies and ticket timing are in two different datasets so I'm unable to build that report.

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  • Michael Blakley

    I would like a single combined SLA achievement across channels.  I can do Talk (even though there are no Policies there), and then I can combine the other channels in a Policy, but can't do an aggregate.

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  • Fiona

    I would like to have datasets for Guide available in Explore - I'd like to know the following:

    - How long people spend on one article page

    - Which articles lead to ticket creation

    - Which search term leads to ticket creation.

    - Which articles are most popular (removing internal IP addresses)

    - All the data from the reporting section under 'knowledge base' and 'search' but configurable in Explore. Not only for better visibility, but also for efficiency so that all dashboards and reports can be in one place.

    Thanks!

    Fiona

    2
  • Nicolas Gorga

    +1 vote to have this funcionality

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  • Marcel

    +1 for Guide datasets to get more insights into the knowledge base articles and community forum usage.

    Best,
    Marcel

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