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Kelly Janssen
Joined Dec 12, 2023
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Last activity Aug 07, 2024
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Latest activity by Kelly Janssen
Kelly Janssen commented,
I followed the steps for “Calculating how long tickets sit with their last support group” but would like to remove any time the ticket was “pending” or “on-hold” from the resolution time as our agents for time spent waiting for others. Is there a way to update the calculation to handle this?
View comment · Posted Aug 07, 2024 · Kelly Janssen
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Kelly Janssen commented,
We move tickets internally between support groups. I'm trying to track the number of tickets assigned to Group 3 vs the number of those tickets solved by Group 3 each week.
Ideally, a table in a format like:
Week Tickets assigned to group 3 (5/20-5/24) Tickets solved by group 3 (that were assigned 5/20-5/24)
5/20-5/24 10 8
The part I'm having the most difficulty with is filtering both the # of tickets assigned and the # of tickets solved to only count tickets with a group assignment date in within the week. So, if a ticket is assigned to group 3 from 5/20-5/24 it's included in the “assigned to group” metric and then either counted as solved or not solved. I don't want the solved column to look at tickets solved between 5/20-5/24 if they were assigned to our group in an earlier week. Hopefully that makes sense and someone can help!
View comment · Posted May 23, 2024 · Kelly Janssen
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Kelly Janssen commented,
I can see where Group SLAs can be set using either Business Hours or Calendar Hours - if we have multiple schedules setup (e.g. each department has slightly different hours) can we define Group SLAs by schedule? If not, what schedule is used to define the Business Hours selection?
View comment · Posted Dec 12, 2023 · Kelly Janssen
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