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Pat Harland-Lee

Joined Apr 16, 2021

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Last activity Feb 12, 2024

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ACTIVITY OVERVIEW

Latest activity by Pat Harland-Lee

Pat Harland-Lee commented,

Community comment Feedback - Reporting and analytics (Explore)

Absolutely agree! We don't have 24/7 support so calendar hours is not a true reflection of the time an agent was responsible for a ticket compared to our SLAs (which are in business hours)

View comment · Posted Aug 10, 2022 · Pat Harland-Lee

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Pat Harland-Lee commented,

Community comment Q&A - Reporting and analytics

Heya, just realised it should be "VALUE(Field changes time (min))" instead of "[Ticket ID]", however that only gets calendar hours. How do I get it for Business Hours?

View comment · Posted Aug 03, 2022 · Pat Harland-Lee

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Pat Harland-Lee commented,

Community comment Q&A - Reporting and analytics

Heya, we need to show (and agents themselves want to see, compared to colleagues) averages for Next Reply Time (not just the time to reply after the client's response to our first reply).

Gab are you able to share an example screenshot of what you mentioned as I had trouble following along and creating it myself. Here's what I've got so far:

View comment · Posted Jul 18, 2022 · Pat Harland-Lee

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Pat Harland-Lee commented,

Community comment Feedback - Reporting and analytics (Explore)

Hey guys, any update since Q2 has come and gone now?

View comment · Posted Jul 08, 2022 · Pat Harland-Lee

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Pat Harland-Lee created a post,

Post Feedback - Reporting and analytics (Explore)

Discussed with support who said Explore doesn't currently support this.

When making a report that shows all of our Organizations per region (Y axis) and the month they were created (X axis), if there weren't any Organizations created in the last month on the X axis, it won't show that month at all. It's important for us to show VISUALLY that there are no new Organizations created, otherwise the viewer could think that we just forgot to show the last month and it's our fault.

Posted Jul 07, 2022 · Pat Harland-Lee

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Pat Harland-Lee commented,

Community comment Feedback - Ticketing system (Support)

Hi @... I also am still getting the same issue as Joost - messages still open at the bottom of the latest message rather than the top. Is there a setting we have to change?

View comment · Posted Mar 29, 2022 · Pat Harland-Lee

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Pat Harland-Lee commented,

Community comment Feedback - Voice (Talk)

Karen Hynes We need to be able to report on which users were on which status historically so that we can see who was responsible at the time when a call was missed and went to voicemail (much tougher to monitor this with WFH!)

View comment · Posted Dec 01, 2021 · Pat Harland-Lee

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Pat Harland-Lee commented,

CommentMetrics, attributes, and filters

Actually I found that the answer in How can I include 0 values in Explore reports? worked - I just went to Result Manipulation > Time Axis and checked the box :)

View comment · Posted Nov 08, 2021 · Pat Harland-Lee

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Pat Harland-Lee commented,

CommentHow to create and update reports

View comment · Posted Nov 08, 2021 · Pat Harland-Lee

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Pat Harland-Lee commented,

Community comment Feedback - Ticketing system (Support)

Yes please!

View comment · Posted Oct 27, 2021 · Pat Harland-Lee

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