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Admin
Joined Apr 16, 2021
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Last activity Oct 29, 2022
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Latest activity by Admin
Admin commented,
Graeme, you gave me the confidence that it should be working so I took it to another account and it worked fine there. I have submitted a support ticket to resolve. Thank you!
View comment · Posted Apr 15, 2021 · Admin
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Admin commented,
I am running into issues trying to create custom metrics and excluding tickets that contain certain tags. My metrics work fine before testing for tags, and I have tried using "not contains" as an alternative. I am using d_count and the metrics otherwise works until the tag condition.
IF IN([Ticket created - Day of week],ARRAY("Monday", "Tuesday","Wednesday","Thursday","Friday","Saturday"))
AND IN([Ticket created - Hour],ARRAY("7", "8", "9", "10", "11", "12","13","14","15"))
AND (SUM(First reply time (min)) > 60)
AND NOT INCLUDES_ANY ([Ticket tags], "no_stats", "closed_by_merge")
THEN
[Ticket ID]
ENDIF
Any tips?
View comment · Posted Apr 14, 2021 · Admin
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Admin commented,
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Admin commented,
Does an Answer Bot reply count as a agent First Reply?
View comment · Posted Apr 01, 2021 · Admin
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