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Ron Stuckey

Joined Apr 15, 2021

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Last activity Oct 27, 2021

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Latest activity by Ron Stuckey

Ron Stuckey commented,

Community comment Q&A - Reporting and analytics

Adding a little more info. We are ultimately looking to capture %SLA Achieved for different support groups. I will pull %SLA Achieved, %SLA Breached but need to look at it on a last week basis. This is for leadership weekly reporting

View comment · Posted Apr 08, 2021 · Ron Stuckey

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Ron Stuckey created a post,

Post Q&A - Reporting and analytics

I need to look at SLA metrics with an EVENT date. In Insights I used Week (Sun-Sat)/year (Event)

How can I do this in Explore?

 

Posted Apr 08, 2021 · Ron Stuckey

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Ron Stuckey commented,

Community comment Q&A - Reporting and analytics

From Insights I am currently using

% FCR

Number Format #,##0.00%

Details:

SELECT # of FCR tickets / (SELECT # Solved Tickets)


# of FCR tickets

SELECT # Solved Tickets WHERE Resolution Time < 2

 

View comment · Posted Dec 30, 2020 · Ron Stuckey

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Ron Stuckey created a post,

Post Q&A - Reporting and analytics

I need to find a way to capture % First Contact Resolution < 2 hrs ( tickets solved within 2 hours) for my agents and teams. We do it in Insights by a metric that counts all tickets with full resolution time less than 2 hours and then finding the percentage of tickets created. How can I do this in Explore.

Posted Dec 30, 2020 · Ron Stuckey

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Ron Stuckey commented,

Community comment Discussion - Tips and best practices from the community

"In my next tip, I will tell you how to receive (through Triggers!) email notifications when these unsatisfied clients become satisfied clients."

Has the next tip been published?"  I really need to see the effectiveness of our efforts to follow-up. 

View comment · Posted Jun 11, 2014 · Ron Stuckey

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