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Understanding Ticket d_count VS Chat d_count

Answered
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Barb

Posted Dec 20, 2021

Hi all,

We are trying to measure Tickets and Chats for our environment. We are running different queries to gather data (based on whether we need additional details, or just a simple count), however, we are noticing a difference when counting chats VS counting chat tickets. 

Here's an example: 
Query 1:  Chats - D_Count , basic default query. sorted by channels (Chat, API, Mobile/Mobile SDK) 
IF ([Chat type - Unsorted]!="Offline Message")
THEN [Chat ID]
ENDIF     
Results in 224 chats on a given period 

Query 2: Tickets - D_Count , basic default query, sorted by channels (Chat, API, Mobile/Mobile SDK) 
[Ticket ID]
Results in 233 chat tickets on the same given period 

We are trying to understand where is the difference coming from - Any hints greatly appreciated.
  
Thanks!

0

3

3 comments

Date
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    Pedro Rodrigues

    Community Moderator

    Hi Barb, it looks like the second query isn't excluding Chat offline messages. Because you're looking at tickets, you can either exclude the 'zopim_offline_message' ticket tag directly in the query, or create a standard calculated metric like the following, for example:

    IF ([Ticket Channel] = "Chat" AND
    NOT INCLUDES_ALL([Ticket tags],"zopim_offline_message")
    THEN [Ticket ID]
    ENDIF

    This should return all chat ticket IDs, except those that are offline messages.

    1

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    Barb

    Hi Pedro,

    I am so sorry for the late response. I wanted to thank you for the clarification, this helped us adjust our reports/numbers. 

    Happy new year!

    Barb.-

    0

    image avatar

    Pedro Rodrigues

    Community Moderator

    You're welcome, I'm glad it helped. Happy new year!

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