Adrian Mitrea
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Recent activity by Adrian Mitrea-
Troels Lemming Müller. Thanks for your answer. Using the full resolution time would be less accurate for our interest than the calculated metric, since we want to capture only the times when a tick...
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Hello, We use this calculated metric (Wait time (hrs)) summing up the time spent only in statuses less than Solved (New+Opem+Pending+On-hold): VALUE(Agent wait time (min))/60+VALUE(Requester wait t...
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Hello, Regarding this mentioned limitation: 'This query measures the time a ticket spent in a group before being moved to another group; it does not include the time a ticket spent in a group befor...
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@... Many thanks for the great suggestion to include the tag exclusion in a metric. The example formula worked for me, with a little change: VALUE instead of MED before (First reply time (min), sin...
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Brandon- I am following up on my previous concern with filtering FRT by tags if you can help please :) I created a FRT heatmap, that includes also the number of tickets, which I filtered to exclude...
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When adding totals to the heatmap table, these values are taken into consideration and alter the colors distribution: Is there a way to have totals disregarded for the coloring of the heatmap? Tha...
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Thanks a lot @... :) Spot on solution
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In Insights I was able to get the number of customers (end-users) contacting us for the first time during a month, by using the <month/year (user created)> attribute: This is a very important met...
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Hello @... and thanks for the answer ! I guess it was right in front of my eyes, but my mind got biased from Insights that the simple filtering by tags doesn't work. :) Good day!
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Hi, Since I couldn't figure out a way to do it, I follow up on my previous question which was answered positively. In insights it was possible to apply a filter based on tags to an entire query an...