Alex Zheng
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Last activity
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Activity overview
Latest activity by Alex Zheng-
Alex Zheng commented,
Hey Steven,I think a simple way you could go about doing this is just looking at the difference between full resolution time and first resolution time, the one caveat is that the tickets must now b...
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Alex Zheng created an article,
Service Incident - December 4th, 2023
SUMMARY 20:51 UTC | 12:51 PT The Insights access issues are now fully resolved. Please let us know if you continue to experience issues. POST-MORTEM TBD FOR MORE INFORMATION For current system stat...
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Alex Zheng commented,
Hey Steven,I'm having a little bit of difficulty understanding your question. Are these columns that you want to show in Explore? Are these custom fields that already exist in your account?
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Alex Zheng commented,
Hey Sydney, I think you will need to specify the groups in order for Explore to gather the volume unless there is another way you are identifying these tickets.
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Alex Zheng commented,
Hey David,Yes this is currently a limitation of Explore as the actual timestamp of the breach is not something that is stored in Explore. I would recommend writing feedback on our product forums he...
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Alex Zheng commented,
Hey Jan, You are correct that it will not filter for both values at the same time, I believe this is currently a limitation with the Explore functions and that we can only find this time spent for ...
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Alex Zheng commented,
Hey Sydney, You could do something like the formula above from Chris in order to find these tickets. IF ([Changes - Field name] = "group_id"AND [Changes - Previous value]= "360009977354"AND [Change...
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Alex Zheng commented,
Hey Ryen, If the agent does not send a single message while the end user was there then no handle time is considered. If the agent sends a message and then 10 minutes go by without any messages the...
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Alex Zheng commented,
Hey Vivekanand,That is probably the best attribute you can use at the moment. Keep in mind that if you have multiple agents on a ticket or if the assignee is later changed that it could potentially...
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Alex Zheng commented,
Hey Sheena,What is the error message you are seeing? Can you share a screenshot?