Erin O'Callaghan
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Last activity
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Activity overview
Latest activity by Erin O'Callaghan-
Erin O'Callaghan created an article,
How do I find the right value to use with the "Changes - Previous/New value" attribute?
Question I'm using the Changes - Previous value or Changes - New value attribute from the Updates history dataset in an Explore formula. I inserted the ticket field values that I see in the UI, but...
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Erin O'Callaghan commented,
We've added a new recipe for Support that shows you how to create alternate SLA metrics that use duration instead of status to determine when SLAs are achieved or breached: Creating alternate SLA ...
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Erin O'Callaghan commented,
Sorry about the wrong rollout date, CJ Johnson! I've corrected it in the table above. The data is available from September 20, but the rollout happened on September 22.
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Erin O'Callaghan commented,
Hi James Yang, the Analyzing your Flow Builder activity article describes the prebuilt Explore dashboard that shows information about the number of users who engaged with the bot or were transferre...
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Erin O'Callaghan commented,
We've added one additional item for Explore about the SQL options menu: In the report builder, the SQL options menu (Result manipulation > SQL options) no longer shows the specific SQL queries for...
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Erin O'Callaghan commented,
In the beta dashboard builder, we’ve released four new templates that help you quickly create dashboards to report on historical (non-live) data: Support solved tickets Support resolution time Sup...
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Erin O'Callaghan commented,
In the beta dashboard builder, we’ve released four new templates that help you quickly create dashboards to report on historical (non-live) data: Support solved tickets Support resolution time Sup...
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Erin O'Callaghan commented,
Thanks for pointing this out, Judy Correia! I've updated the first set of steps in this article to mention that you first need to create or open a report.
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Erin O'Callaghan commented,
I did some testing on this, and it appears the system uses the time when the agent started working on the update to determine whether the update falls inside or outside business hours. So for your...
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Erin O'Callaghan commented,
I’m glad it worked for you! As for filtering the report, I see from your screenshot that you’re using the Update - Month attribute in the Rows panel. I’d recommend moving that attribute to the Fil...