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Q&A - Reporting and analytics

Ask your questions, engage in discussion, and find solutions related to dashboard building, reports, and sharing.

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Hello,   I am currently using trigger to automatically send an email to the requester of a newly submitted ticket to ack...

Posted Aug 29, 2024 · Eric Lau

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Does anyone have any recommendations for metrics they are utilizing for an L1/L2 Support model?  For example, has anyone...

Posted Aug 28, 2024 · Josh Grabia

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I have a bunch of custom metrics that worked up until a day ago. It appears that something on the back end was refactore...

Posted Aug 27, 2024 · Robert Sutherland

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I'm looking to create a report showing the average number of agent comments required to resolve a ticket, but I'm having...

Posted Aug 21, 2024 · Allen Lai | Head of CX at Otter.ai

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Hello everyone,    We're trying to create a report in ZD Explore that lists the number of tickets without a Public Reply...

Posted Aug 13, 2024 · Abdulqader Haddad

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Hi, I am trying to create a custom metric with the Ticket ID for tickets in which the ticket group changed from "Repara...

Posted Feb 12, 2020 · Jessica Strozyk

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Hello, I'm hoping to get a sense of how many of our end-users are signing into and accessing our Guide Knowledge Base. ...

Posted Jul 21, 2021 · Matt Shelley

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Hi there!   Could you please advise how I can export specific tickets? I was able to identify the tickets I'm interested...

Posted Aug 06, 2024 · Vladimir Gorbunov

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I notice that when an agent puts themselves on “Unavailable” using the Out of Office app, it adds the tag “agent_ooo” to...

Posted Aug 08, 2024 · Allen Lai | Head of CX at Otter.ai

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Hi,   How can we exclude outbound emails when computing FRT?

Posted Jul 22, 2024 · Mark Ikalina

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