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James McCoy

Joined Apr 15, 2021

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Last activity Oct 27, 2021

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ACTIVITY OVERVIEW

Latest activity by James McCoy

James McCoy commented,

CommentCreating dashboards

I want to align all the Satisfaction charts to use Ticket Created Date, but when I change the dates I want to use in the filter config AND the query config, none of the data actually filters. Even when I modify the queries themselves and replace 'Ticket solved Date' with 'Ticket created Date', the data seems to remain tethered to its preferred date perspective.

How do I tell the Satisfaction tab to filter EVERYTHING by Ticket created date?

View comment · Posted Oct 05, 2021 · James McCoy

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James McCoy created a post,

Post Q&A - Reporting and analytics

Our managers would like the ability to view the text content of public comments sent by Agents in a table. Is this possible? I can only find ways to aggregate comment totals. We want to see the actual communication within those comments. I looked around and have not found an answer to my question.

Posted Aug 04, 2021 · James McCoy

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James McCoy commented,

CommentBuilding reports

Hi,

Can someone explain to me why anyone would want to duplicate a dataset? Doesn't that open the door for possibly having conflicting reports if a person splinters off the main dataset and starts making their own queries from it?

Does a duplicated dataset continue to have the same new data as the original it was copied from?

View comment · Posted Mar 26, 2021 · James McCoy

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James McCoy commented,

Community comment Q&A - Reporting and analytics

@... I still need help answering my original question.

View comment · Posted Mar 16, 2021 · James McCoy

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James McCoy commented,

Community comment Q&A - Reporting and analytics

The Satisfaction score is the actual score itself. The two metrics I mentioned have almost identical definitions and they should, by that logic, be the same value.

View comment · Posted Mar 11, 2021 · James McCoy

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James McCoy created a post,

Post Q&A - Reporting and analytics

Hello,

On the default Zendesk Support dashboard in Explore, on the Satisfaction tab, there are two metrics that by definition should be the same value:

Satisfaction Rated %
Rated Tickets % (in the Rated Tickets funnel)

Both of these metrics are showing the percentage of tickets that received a Satisfaction rating out of the pool of all tickets within the date range filter. Why are these two values not identical?

Posted Mar 09, 2021 · James McCoy

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James McCoy commented,

Community comment Q&A - Reporting and analytics

@... I am referring to the latter. What I'm trying to do is apply a filter selection box to the 'Agent Updates' page of the default dashboard. I have applied Updater Role = Agent,Admin to the query and the dashboard in testing, but neither produce the result I want for the Updater Name filter. 

I want the box to only have names of agents in our company to filter the tab results by. Is there any way to create a filter box that only contains names of agents/admins?

View comment · Posted Mar 02, 2021 · James McCoy

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James McCoy commented,

Community comment Q&A - Reporting and analytics

I do not have any metric level filters applied and my drillthrough is still blank. I made a Ticket Updates query to show cases that go from Pending-Closed and skip Solved. The query shows 7000 results but drillthrough is blank.

View comment · Posted Feb 26, 2021 · James McCoy

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James McCoy commented,

CommentExplore recipes

Where do we find an index of Group IDs so we can match them to their names?

View comment · Posted Feb 26, 2021 · James McCoy

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James McCoy created a post,

Post Q&A - Reporting and analytics

I am trying to report on Agent Comments sent by agents in our company. The basic recipe is not working for me. When I apply 'Updater Role' equals 'Agent' and 'Admin', then apply an 'Updater Name' filter afterward, the 'Updater Name' filter is still full of choices that contain end-user names. Why is this not filtered to only show the names of Agents and Admins? 

Posted Feb 26, 2021 · James McCoy

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