AMU Cx Lead

I'm having a terrible time implementing the above, can someone walk me through this like I'm a 5 year old?? I have to show a report for Full Resolution Time (Business Hours), from the previous month.  That said, the merged tickets are skewing my results because users are re-opening old tickets prior to merge and the end result is some tickets with 1000+ hours until full resolution.

How do exclude merged tickets from a specific report in my dashboard?

Bonus points if you can provide me with copy/paste language for any custom attribute I need to create.  Thank you!

Dane Thank you for the reply, however, when I perform the tasks you outline and add the Ticket Status attribute, it removes "new" tickets for the results?

This query is close to what I need, but I can't figure out how to make it work for my purposes. I have an agent that works outside of our business hours on the weekends (Saturday & Sunday), and I need a query to show the following:

 - All tickets created between end  of business on Friday, to the end of Sunday.

- What percentage of those tickets they updated to "pending" on Saturday and Sunday.

- What percentage of the total available tickets they solved each day.

Simply calculating how many tickets they solved isn't enough data given what we do, and only counting tickets received on the day that they work also isn't enough because of the surge of tickets we receive on Friday night.  I need to determine how many tickets they are neglecting to touch during their two-day shift so as to establish possible knowledge gaps.

I have another question about building a different query than of the above.  I'm attempting to calculate the percentage of tickets "touched" by an agent, which is also received outside of our business hours.  Meaning that if we receive 80 tickets between 5pm on Friday and 8 am on Monday, I can identify that of that 80, an agent responded to 10%, and that 8% were solved while 2% was marked as pending?

Does that make sense?

I'm being asked to track the number of tickets being "Solved" that didn't actually get "resolved."  Meaning that it was an issue that we weren't able to actually fix for the user.  Is there an additional field I can add to my workflow so as to identify these tickets when I do my monthly reporting?

I'm attempting to measure the MEDian full resolution time for tickets solved last month, and then compare that time/month to the same time period for the past few years.  I'm having no luck.  Help?!

The query I built is returning multiple duplicates of the comments and is not in alignment with the date filters for my dashboard.  Do I need to add date filters into the query as well, and will they compete with the date range filters I use in my dashboard?

I'm attempting to build a query that calculates the number or tickets received outside of our business hours (evenings and weekends).  I would like for the tickets received during our off hours to appear as sorted by the hour and as a different color for during our hours as opposed to outside of them.  I'm using a Standard calculated attribute, but get lost with the formatting of the result.

"IF (IN([Ticket created - Day of week],ARRAY("Monday", "Tuesday","Wednesday","Thursday","Friday")))
AND (IN([Ticket created - Hour],ARRAY("8", "9", "10", "11", "12", "13", "14", "15")))
THEN TRUE 
ELSE FALSE
ENDIF"

@... I would also like help with this.

"Is there any "Go back to last option" button, looks like I have to duplicate the whole flow multiple times to make something like this happen for now."

I can't figure out what I'm doing wrong, we're on the Enterprise plan and I'm trying to setup Flow Builder in Sandox but I can NOT find the option for Flow Builder.  I've turned Chat on for my test brand but then can't get any further, help?!