Reporting on number of solves/replies by submitter group
AnsweredHi all,
Just wondering if there's a solution for reporting on a number of replies and solves, only if they were submitted by agents who are in a certain group.
I'm able to report on those submissions by tickets in a group but the problem with that is that the tickets in that group would include replies from agents in any other groups as well. This particular query will be for an escalated team and we're wanting to track only the escalated team's replies, so it won't make sense to include the other replies from the other teams (prior to the escalation event) in those numbers as well.
It looks like we can build a calculated metric that's based on submitters, which would be perfect, except that "submitter group" doesn't seem to be an option. I can do "submitter name" or "submitter email" but obviously the problem there is it would be impractical to constantly need to be manually updating the people in that metric, and on top of that, I presume that doing so would also retroactively affect past numbers as well (like if we wanted to compare present data to historical).
Is there any way we can report on replies/solved exclusively by people within certain groups? Any thoughts you have would be greatly appreciated!
Cheers,
-
I think I might have figured this out although anyone feel free to correct me if I'm wrong. In the Ticket Updates dataset I've created a calculated metric with:
IF ([Update ticket group]="My Group Name Here" AND [Comment type]="Public")
In theory, this should target only public replies where the group of the update was that team, correct? If so, this works for me!
Cheers,
-
@... In theory! I suppose it depends on your role permissions. If all agents are group-restricted (can only see tickets that belong to groups they are in), then that should work. Otherwise, there's always a slim chance someone is handling a ticket in a group they don't belong to. If that's the case then maybe you have a different workflow-related problem.
But yeah I think that metric is as close as you can possibly get!
Please sign in to leave a comment.
2 Comments