Pat Harland-Lee
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Total activity70
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Last activity
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Activity overview
Latest activity by Pat Harland-Lee-
Pat Harland-Lee commented,
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)
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Pat Harland-Lee commented,
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?
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Pat Harland-Lee commented,
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 y...
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Pat Harland-Lee commented,
Hey guys, any update since Q2 has come and gone now?
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Pat Harland-Lee created a post,
Explore - Allow 0 values to be shown on time axis
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 the...
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Pat Harland-Lee commented,
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?
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Pat Harland-Lee commented,
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 tough...
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Pat Harland-Lee commented,
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 :)
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Pat Harland-Lee commented,
The link to Why do some columns not show in my query? doesn't work
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Pat Harland-Lee commented,
Yes please!