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Salim Cheurfi
Joined Oct 16, 2021
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Last activity Oct 28, 2024
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Latest activity by Salim Cheurfi
Salim Cheurfi created an article,
Question
Which dataset should I use to report on omnichannel work?
Answer
Currently there are three datasets available in Explore to report on omnichannel tickets. The dataset that you need to use depends on your goal:
Agent productivity dataset
This dataset focuses on the work offered and assigned to agents. It details how agents use their capacity, such as number of tickets handled or response times.
Use this dataset when you want to analyze how well agents manage their workloads and productivity levels, or to assess agents' performance based on the number of tasks completed and capacity.
Example use case: I want to evaluate how effectively agents handle their workload
Analyze how many tickets each agent resolves in a given period, compare that to their available time, and identify top performers or those who may need additional training or support.
Agent state dataset
This dataset tracks how long agents spend in different states, such as Online, Away, Transfer Only, Invisible, and Offline. It records state changes with timestamps.
Use this dataset when you need detailed insights into individual agent behavior and specific timing of state changes, to understand agent availability and patterns during peak times.
Example use case: I want to manage staffing more effectively
Analyze how often agents switch between the status Online and Away during a busy period. This allows you to identify time frames when agents aren't available and correlate this data with call volumes or ticket inflow.
Agent state daily dataset
This dataset provides aggregated information summarized on a daily basis about how groups and agents spend their time across channels.
Use this dataset to get an aggregated overview of agent performance across days and track general trends in agent behavior.
Example use case: I want to quickly see trends in agent availability or inactivity
Build a high-level overview of agent performance over a week, without the need to analyze detailed timestamps.
For more information, see these articles:
Edited Oct 30, 2024 · Salim Cheurfi
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Salim Cheurfi commented,
Ce que vous décrivez ressemble beaucoup à un arbre de décision qui pourrait être utilisé via la messagerie avec un widget: Flow builder types de réponses.
Ceci vous permet de créer un arbre décisionnel vous permettant de poser des questions avec oui/non puis proposer des formulaire ou mettre fin au chat quand le non est sélectionné.
Avec l'étape "Transfert à un agent" vous pouvez proposer de compléter des champs et un ticket sera créé selon la logique de votre arbre décisionnel.
Autrement il n'est pas possible de faire ça directement dans le formulaire de contact sans créer plusieurs formulaire avec des champs conditionnels comme sur l'exemple partagé.
L'arbre de décision de la messagerie est plus personnalisable et vous permet vraiment de créer un arbre de décision selon les questions.
Cordialement,
View comment · Posted Jun 12, 2024 · Salim Cheurfi
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Salim Cheurfi commented,
Je suis navré certains raccourcis (ceux avec options) ne peuvent être transférés vers le nouvel espace de travail. Vous devrez les recréer.
Bien cordialement,
View comment · Posted Jun 12, 2024 · Salim Cheurfi
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Salim Cheurfi commented,
Actuellement, il n'est pas possible de classer les résultats de recherche par date sur Guide. nous sommes désolés pour cette limitation. Il est possible que cette fonctionnalité soit améliorée à l'avenir, mais nous ne pouvons pas confirmer de date précise.
Nous vous invitons à surveiller les annonces d'amélioration sur cette page.
Cordialement,
View comment · Posted Jun 07, 2024 · Salim Cheurfi
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Salim Cheurfi commented,
We don't have a direct way to show the percentile as an aggregators, I'm very sorry about that.
If your goal is to show the requester wait time for 90% of tickets, the best would be to use the attribute "Requester wait time brackets" and see what group represent the 90% by using the total in % in the result path feature.
It will give you a great indication on requester wait time
I hope this helps
View comment · Posted Jun 03, 2024 · Salim Cheurfi
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Salim Cheurfi commented,
You're trying to see the variation of ticket with a specific fields and see the trend/variation for each week to see the difference from the previous week (+ or -).
A great way to do this is to create the report with the Update History Dataset, choose the Waterfall graph format ten use the metric D_COUNT(Tickets) with the attribute Ticket Created- Week of the year.
You will have to filter by Change-Field "battery not charging" and Ticket created year (so you can get results only for the weeks of a specific year).
In the Result Manipulation feature select the pattern difference from column on previous element .
I hope this helps
View comment · Posted Jun 03, 2024 · Salim Cheurfi
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Salim Cheurfi commented,
It could be a sorting issue in your report, the category should be place first before the subcategories and any other attributes in the rows or columns.
In your situation as it's a custom attribute it could be a bit more complex, it will depend in other factors and could need further settings related to sorting.
More information in our articles: Sorting results and Creating standard calculated metrics and attributes
i hope this helps
View comment · Posted May 28, 2024 · Salim Cheurfi
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Salim Cheurfi commented,
We apologize for the inconvenience, we are currently unable to confirm if there are any plans to include this feature in the non-simplified submission process. We suggest that you submit a feature request for this application at this link.
In response to your other query about what happens when a ticket is permanently deleted it cannot be retrieved for reporting via Explore as Deleted tickets are excluded from most Explore reports.
I hope this helps
View comment · Posted May 21, 2024 · Salim Cheurfi
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Salim Cheurfi commented,
Il n'est vraiment pas possible de modifier des tickets clos, je suis navré.
Si vous souhaitez ajouter un nouveau champ à tous vos tickets clos pour vos stats sur Explore, la seule alternative qui n'est pas une solution mais un contournement, serait d'exporter les tickets clos, supprimer les tickets clos existant, puis les recréer en masse en important les données avec le nouveau champ inclus.
Vous pouvez utiliser l'API Bulk Import pour recréer les tickets clos en ajoutant les nouveaux champs tout en conservant les métadonnées comme la date de création. Assurez-vous de vérifier vos déclencheurs pour éviter que vos clients ne reçoivent des notifications non désirées.
Cordialement,
View comment · Posted Apr 29, 2024 · Salim Cheurfi
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Salim Cheurfi commented,
I recommend creating separated attributes for A&B words with the function CONTAINS(_text,_text_to_search) then you can use those attributes in your formula with the TRUE and False statement.
I hope this helps
View comment · Posted Apr 19, 2024 · Salim Cheurfi
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