Jhalil Abdelkader

Hi all,

I'm trying to create a chart that tracks escalation by each Level 1 Agent to any Level 2 group and gives me the ticket totals per agent name. I'm using the below custom metric

 

IF ([Changes - Field name] = "group_id"
AND
[Changes - Previous value]="20621558"
OR
[Changes - Previous value]="23793073"
OR
[Changes - Previous value]="23752086"
AND
[Changes - New value]="20698816"
OR
[Changes - New value]="360004244831")
THEN [Ticket ID]
ENDIF

 

I'm then sorting by Updater Name in the Rows section. My results are completely off from what I have in insights. Any insight on what I'm doing wrong? My end result here is to track exactly how many tickets an agent has Escalated regardless of any changes made to the ticket after their escalation, by month.

Any help is appreciated!

Hi.

I'm a bit lost on why I'm getting two different sets of data from what is essentially the same query. I'd like to see all tickets that were solved in 1 touch or less. In Explore I'm using the following query:

 

Where I'm trying to replicate this metric

Even having included the "Closed" status in my Explore query I still receive a much lower value than my insights chart is displaying. I'm sorting the data by week. 

Any help here is appreciated!