AMU Cx Lead
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Last activity
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Activity overview
Latest activity by AMU Cx Lead-
AMU Cx Lead commented,
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 mont...
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AMU Cx Lead commented,
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?
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AMU Cx Lead commented,
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 n...
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AMU Cx Lead commented,
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 busin...
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AMU Cx Lead commented,
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 addi...
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AMU Cx Lead created a post,
To Include/Exclude resolution time on tickets with no response?
For the purposes of reporting, I'm attempting to determine if the time taken to resolve tickets in which the submitter never replies to the agent and is eventually auto-closed for non-response, sho...
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AMU Cx Lead commented,
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?!
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AMU Cx Lead commented,
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 th...
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AMU Cx Lead commented,
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 ...
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AMU Cx Lead commented,
@... 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."