Avg. replies per ticket per agent and day

Answered

1 Comments

  • Official comment
    Eric Gao

    Hi Marie-Cathrine,

    Thanks for taking part in our AMA!

    You are certainly on the right track - the setup below should get you closer to the goal. This would return the # of public agent replies and the # of tickets commented per agent per date.

    You would first create a custom metric to compute the ratio between public agent replies and tickets commented -

    Formula: D_COUNT(Agent comments)/D_COUNT(Tickets updated)

    Additionally, you can also manipulate the decimal places via Chart configuration > Display format:

    Hope this helps Marie-Cathrine and let us know if you have any additional questions (:

    Cheers,

    Eric

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