Nhia Lor commented,
Awesome; glad to hear that did the trick!
Nhia Lor commented,
Hi Therese, This should be possible through creating a custom metric to calculation the average calls per hour over the last 7 days. A simple custom metric like this example should do the trick if...
Nhia Lor commented,
Hey Tamina, Apologies for the confusion here. I'm afraid not all date attributes support this particular functionality to change the display label I'm afraid.For the specific example you've provid...
Nhia Lor commented,
Hey James, Our one-touch metric is built around the "Ticket Replies" fact which is only tracks the public agent replies. So the Therefore below are some clarifications to your questions....
Nhia Lor commented,
Hi Daniel, In this situation the "Ticket Assignee" attribute isn't going to be suitable for what you're needing as this attribute will always only contain the value of the current agent a...
Nhia Lor commented,
Hi Viorica, I'll be happy to help jump in and assist you on this one. It appears that you may have found a solution this one in another post HERE. If we can assist with anything else please let us ...
Nhia Lor commented,
Hey Daniel, Thanks very much for sharing that additional information. I'd like to help take a closer look into the report data so let me create a ticket for you so that I may help dive further into...
Nhia Lor commented,
Hi Daniel, Based on what you're wanting you should definitely be able to use the attribute "Ticket Group (Historic)". As mentioned here, the historic attribute shows the value at the sta...
Nhia Lor commented,
Hi Bill, Thanks for giving that shot. The purple text you normally see in custom metric formulas are attributes. You can find them within the custom metric elements list by firstly clicking on &qu...
Nhia Lor commented,
Hey Alex, Zendesk mail servers will use the "Reply-To" if present to identify the author of the email. Since the "Reply-To:" line in the header indicates the mailbox to which r...