Hillary Latham
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Total activity114
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Last activity
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Activity overview
Latest activity by Hillary Latham-
Hillary Latham commented,
Hey Oscar - I have two thoughts. (1) If you have Explore, you could write a query using the Ticket Updates dataset. Use the "changes" attributes to select the status and assignee fields and new va...
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Hillary Latham commented,
Nothing too fancy yet - just Excel. Now that Explore outputs data as built to Excel, it's easy to just cut and paste my new results into my Excel models (staffing models is mostly what I have toda...
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Hillary Latham commented,
My agents also find this slowing them down and we use the play button often.
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Hillary Latham commented,
Hey Melony - you don't have to enter it on each tab. If you share the filters across tabs, then what you enter as a date on one will be the filter on the other tabs. You do have to include the fi...
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Hillary Latham commented,
Hey Melony - this should work, but you do need to have the time filter on each tab and then make it shared across tabs (which should be the default) and apply to all the different data set type dat...
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Hillary Latham commented,
Agreed that this would be a helpful feature. We often have agents type up summaries in tickets and root causes - these posts are long and often needed in long tickets (with 20+, 50+ posts) so it w...
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Hillary Latham commented,
I would LOVE to be able to do this type of thing in Explore! We have several ways tickets are escalated to various teams and have back and forth with those teams and customer facing teams. It wou...
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Hillary Latham commented,
Hi Owen, after I wrote this original post, I did think of something. Could you have two metrics, and have one display as %age: chart configuration > display format > %. Then do a running sum on t...
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Hillary Latham commented,
Hey Owen, you can only show 1 result path calculation per metric. If you want to show two on the same metric, you will have to first create a duplicate copy of the metric, then add that duplicate ...
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Hillary Latham commented,
Hey Graham, if you want to create a custom metric in Explore, go to the calculations menu in a query (the calculator on the right) and choose standard calculated metric. From there you can create ...