Nhia Lor commented,
Hi Steven, It looks like we've recently updated our Satisfaction Data Model and the attribute that was "Satisfaction Survey Change" is actually now named "Records of Satisfaction Sur...
Nhia Lor commented,
Hey Thomas, The metrics used to report on the callback time are the same as what you would use to report on outbound calls. For example you would still use the metric "Average talk time"...
Nhia Lor commented,
Hey Jon, The "Solved" and "Closed" elements are attribute values so you will find them under Attribute values > Ticket Status > Closed/Solved. Hopefully this should help t...
Nhia Lor commented,
Awesome; that's great to hear! I'm glad that did the trick :D
Nhia Lor commented,
Hey Justin, Yes I'd still recommend pursuing that route even if you're using the default metric "# Tickets Created". You also won't need to set up the number formatting conditions once ...
Nhia Lor commented,
Hey Justin, yes this is possible but it will require creating a custom metric using the IFNULL statement. When there is no data to be returned from a metric it normally defaults to a null/empty va...
Nhia Lor commented,
Hey Arnold, Creating and using the custom metric in the report with the Date (Event) attribute is needed in order for it to work properly. Hope this still helps you further along!
Nhia Lor commented,
Hey Satyam! I've checked on this one for you as well but I'm afraid this isn't currently possible. Please feel free to submit this as a feature request for this our product feedback community here...
Nhia Lor commented,
Hey Arnold, This is currently the expected behaviour with the "Ticket Solved" date attributes. The date the ticket was solved will always reflect the most recent date it was solved if th...
Nhia Lor commented,
Hey Sharon. I've just tried to set up a similar report based on what you're after and am getting the expected results you're looking for as far as I do understand. I set the Y axis which is curren...