Explore Datasets

10 Comments

  • Vincent Dollet
    Comment actions Permalink

    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

    0
  • Kerry
    Comment actions Permalink

    Hi Vincent,

     

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

     

    Kind Regards

    Kerry

    0
  • Chris Bulin
    Comment actions Permalink

    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.

    0
  • Michael Blakley
    Comment actions Permalink

    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.

    0
  • Fiona
    Comment actions Permalink

    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

    5
  • Nicolas Gorga
    Comment actions Permalink

    +1 vote to have this funcionality

    0
  • Marcel Schader
    Comment actions Permalink

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

    Best,
    Marcel

    1
  • Johny Einarsson
    Comment actions Permalink

    I concur with above wishes for Guide metric integration into Explore.

    1
  • Kerry
    Comment actions Permalink

    Hi,   

     

    We have a requirement to review backlog tickets based on tag and organisations within a single report, I have logged a ticket and am keen to understand if it is possible to use multiple datasets.

    0
  • Joel Mayer
    Comment actions Permalink

    +1 to create a metric from multiple datasets, or possibly create a single new dataset extracting key data from multiple existing datasets.

    0

Please sign in to leave a comment.

Powered by Zendesk