Ron Stuckey
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Activity overview
Latest activity by Ron Stuckey-
Ron Stuckey commented,
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. Thi...
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Ron Stuckey created a post,
Zendesk Explore EVENTS by a time frame
AnsweredI 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?
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Ron Stuckey commented,
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
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Ron Stuckey created a post,
FCR % - I need to find a way to capture % Full Resolution Time < 2 hrs of tickets solved
AnsweredI 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 resol...
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Ron Stuckey commented,
"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...