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Vincent Dollet
Joined Apr 15, 2021
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Last activity Oct 27, 2021
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Latest activity by Vincent Dollet
Vincent Dollet commented,
Hi @..., all, apologies for the belated reply on this thread.
As mentioned by @..., "bookmarks" allow you to set default values for each filters. Can you please confirm they are addressing your needs in that area? If not, would you be able to share the use cases where they currently fall short?
Many thanks
View comment · Posted Apr 20, 2020 · Vincent Dollet
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Vincent Dollet commented,
Hi @..., I understand the importance of this dataset. This is unfortunately a large and complex project which spans across multiple products. It will take some time before we can get the data and make it available as a dataset. I do not yet have an availability timeline but will update this thread as soon as I have more information.
Kind regards
View comment · Posted Mar 24, 2020 · Vincent Dollet
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Vincent Dollet commented,
Dear all,
Apologies for the belated update on this thread.
We do understand the importance to enable you to report on agent status & activity across all products (Support, Talk and Chat). We are looking into the best way to address this critical need - however I do not have an ETA at this stage.
We'll share more information as soon as we can.
Many thanks for your continued patience,
Kind regards
Vincent
View comment · Posted Mar 24, 2020 · Vincent Dollet
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Vincent Dollet commented,
Dear all,
Thank you for your feedback. We have released two new analytics functions, which will make it simpler for you and your teams to report on your tags:
- INCLUDES_ANY([Ticket tags], "tag1", "tag2") will return TRUE for any ticket that includes either "tag1" or "tag2"
- INCLUDES_ALL([Ticket tags], "tag1", "tag2") will return TRUE for any ticket that includes both "tag1" and "tag2"
And by adding a "NOT" logical operator, you'll be able exclude tickets that have any of these tags, or exclude tickets that have neither of these tags.
You can read more information here.
Kind regards
Vincent
View comment · Posted Feb 03, 2020 · Vincent Dollet
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Vincent Dollet commented,
Hi Melody, all,
On the Guide side, Team Publishing reporting is planned in 2020. We're also working on the scope and timeline for Knowledge Base & Community reporting, and are planning to share more information in the next few months.
Thank you for your continued patience,
Vincent
View comment · Posted Sep 27, 2019 · Vincent Dollet
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Vincent Dollet commented,
Hi Kerry,
Thanks for reaching out.
Just to be sure, can you please confirm you are interested in pulling a list with:
- Ticket ID
- SLA Policy Name
- SLA status (breached vs achieved) across all metrics
- Total time spent in new status, across the entire ticket's lifecyle
- Total time spent in open status, across the entire ticket's lifecyle
- Total time spent in pending status, across the entire ticket's lifecyle
- Total time spent in on-hold status, across the entire ticket's lifecyle
Kind regards
Vincent
View comment · Posted Mar 26, 2019 · Vincent Dollet
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Vincent Dollet commented,
Hi Reshma,
Thank you for your feedback.
We currently do not have any short-term plans to extract / expose ticket description & comments. With that said, we are looking at making easier for you to open tickets / users / organizations from within Explore.
Kind regards
Vincent
View comment · Posted Mar 06, 2019 · Vincent Dollet
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Vincent Dollet commented,
Hi there,
Thanks for your feedback.
Fyi, we are in the process of changing the navigation:
- Clicking on a published dashboard without any pending changes will open the dashboard in "view" mode
- Clicking on a dashboard with pending unpublished changes will open the dashboard in "preview" mode, so that editors can look at the "work in progress"
- We'll be surfacing the "Edit" action as a secondary action
This should reach production in the coming weeks.
Kind regards
Vincent
View comment · Posted Mar 06, 2019 · Vincent Dollet
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Vincent Dollet commented,
Hi Candace,
Thank you for reaching out.
As part of Explore EAP, we currently enable reporting for the following Guide functionality:
- Knowledge Capture, which aims at helping you understand how content is created or used by your team(s)
- Answer Bot, which intends to help you understand how to maximize ticket deflection
In addition, we are planning to release a Team Publishing dataset in October.
And we are planning a lot more reporting around Guide / Help Center next year. One of the key themes revolves around content consumption.
What are the main questions you would like us to help you answer?
Kind regards
Vincent
View comment · Posted Sep 18, 2018 · Vincent Dollet
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Vincent Dollet commented,
Hi Antonio,
Thank you for feedback. We have been discussing the possibility to help you analyse your macro usage. Here are some of the use cases we are considering:
- identify what macro(s) were used in tickets with good / bad satisfaction. The main action is to identify what macros may be contributing to low satisfaction and may need to be rethought.
- identify what types of one-touch tickets with good / bad satisfaction may / may not be using macros. The main action is to identify if / what macros are missing.
- identify who uses what macros, and with what satisfaction. The main action is to identify a possible knowledge gap within the team(s).
- identify usage frequency of macros. The main action is to identify what macros could be phased out.
Would you have additional use cases you would like us to consider?
Kind regards
Vincent
View comment · Posted May 18, 2017 · Vincent Dollet
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