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Marta Lagut

Joined Oct 26, 2022

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Last activity Dec 07, 2022

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Latest activity by Marta Lagut

Marta Lagut commented,

CommentExplore recipes

Hi Mark,
I hope you can help, please. We have many different teams working on tickets which are being re-assigned from 1 team to another. To measure my team's productivity accurately, I want to set up a report on their "touches" on the ticket. So for example:
Anna/Ben = Support
Victor = Retentions
1. Anna picked up a ticket in the Support queue and sent few replies to the customer, made calls or left internal notes
2. She then passed the ticket to Victor in the Retentions queue; Victor worked on the ticket and before he solved it in his queue, there were few internal re-assignments back to Support team 
3. Ben who is also in Anna's team worked on the ticket
4. Ben then passed it back to Victor who solved the ticket in his queue

How do I calculate this ticket as Support = 1? 
I got to the point where I can d_count agent's updates on the ticket to show me 1 even if they made quite a few updates within that ticket, but I can't figure out how to calculate Anna and Ben's updates as 1 = Support.

Could you please help?

Thanks,
Marta

View comment · Posted Dec 07, 2022 · Marta Lagut

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Marta Lagut commented,

CommentTriggers and automations

Hi all,

Has anyone figured out how to achieve what's described in this thread? I have:
- Custom Date 1 -> put manually by agent
I need to set up a text notification for the particular group of people IF the date put by the agent is later than 24h from the time the date was entered. Example:
Scenario1:
- today is 08/11/22
- agent puts in a date of 15/11/22 --> text notification sent as the date is more than 24h
Scenario 2:
- today is 08/11/22
- agent puts in a date of 09/11/22 --> text notification not sent as it's within 24h 

I do understand what Mattia Tosti was referring to, it looks like you can only put number of days in "is within the next/previous", but we would need is "is NOT within the next/previous".

Thanks


View comment · Posted Nov 08, 2022 · Marta Lagut

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