Random ticket - Quality purpose

6 Comments

  • Andrew J
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    Just clarifying this... so the ticket is dealt with and solved. Then your review agent is assigned it, and solves it?

    One thing we found with this flow (or similar) was that the original solving agents metrics were totally lost - it looked like they solved nothing.

    I guess you could look to add a tag for the specific agent reviewer, and let each of them have a view for the ones they are to review.  You should be able to randomise the application of a tag using dynamic content.

    Does that help?

    The final result is going to take a little building out.

    1
  • Mohamed Abdelwahed
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    Thanks Mr, Andrew,

    What I meant to say is " I need some way to make the Quality team not picking the ticket from the agent solved but instead they will get a random amount of tickets for agent or agents in order to review them.

    0
  • Graeme Carmichael
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    Mohamed

    Here is a fun thing you can try in Explore.

    Create a new query based on the Support Tickets dataset.

    Create a new STANDARD CALCULATED METRIC called 'Random Number':

    Edit the aggregators to only show MAX

    Create a new TOP/BOTTOM ATTRIBUTE 'Random Number Top 10'

    Now create your report:

    Filter

    • Ticket Status>Solved

    Metrics

    • D_COUNT(Tickets)

    Rows

    • Random Number Top 10

    To give a random list of solved tickets:

     

     

    0
  • Mohamed Abdelwahed
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    Mr. Graeme,

    Thanks a lot, I will try and feed you back

     

    0
  • Christopher White
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    Hi Graeme,

    Do you know of a way that you could use the random number generator to list 10 tickets for each of a group of chosen assignees? This would be a perfect solution for me that would make random QA picks really easy.

    0
  • Graeme Carmichael
    Comment actions Permalink

    Christopher

    You can create a random ticket group by group as follows:

    Metrics

    • Max(Random Number)

    Rows

    • Ticket Group
    • Ticket ID

    Rather than use the TOP/BOTTOM ATTRIBUTE, use result manipulation. top/bottom

    0

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