Referring to my previous ticket #11498483, I was asked to post this on the Community Page.
Let me explain the condition first:
The flow of tickets that run in my company is that one messaging ticket (IG DM, FB DM, Twitter DM) can change assignee depending on how often the customer interacts with us. Every reply from the agent; it will be set solved immediately. Then if the customer replies, the ticket will re-open and be picked up by another agent. So there are many changes to the assignee name. But unfortunately, the available report on Messaging Dataset only reads the interaction on the last assignee, and there's no "Updater Name" attribute, so we can't have a valid productivity calculation.
We've also tried the Updates History Dataset. Still, since our goal is to see the number of agent interactions on tickets that involve comments only, Messaging interaction isn't detected as public comments or internal comments, so the numbers only appear if the agent interacts on the email channel and Social Media comments only. As for interactions on messaging (IG, FB, Twitter DM) are illegible.
We've also tried this formula on Updates History Dataset:
IF ([Changes - Field name] = "Total time spent (sec)") and NOT INCLUDES_ANY([Ticket tags], "zopim_chat_missed")
IF ([Changes - Previous value]=NULL OR [Changes - Previous value]="")
THEN NUMBER([Changes - New value])
ELIF (REGEXP_MATCH([Changes - New value], "[0-9]+") AND REGEXP_MATCH([Changes - Previous value], "[0-9]+"))
THEN(NUMBER([Changes - New value])-NUMBER([Changes - Previous value]))
However, this formula shows all agent updates, including if the agent has no interaction with customers. While the productivity that we want is to calculate only if the agent interacts with customers in the form of conversations or comments in tickets.
So, we currently still need a solution related to this.
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