Adrian Mitrea
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Total activity72
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Votes on activity by Adrian Mitrea-
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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Any news on ETA on this guys? Mandatory migration is in less than one month, but Explore is still incomplete, like for this feature to have clickable links in drill through and exports. More than o...
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Hello, In Insights I was able to filter the tickets for which the FRT is calculated as per https://support.zendesk.com/hc/en-us/articles/203664306-Insights-tag-reporting-Reporting-on-tickets-with-o...
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Is there anyone to answer on this less than one month before the mandatory migration to Explore?
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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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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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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...
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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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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...