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Kevin Steele

Joined Nov 05, 2022

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Last activity Dec 01, 2022

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Kevin Steele commented,

CommentBuilding reports

Thanks Gab, 

The D_COUNT option allows me to get a distinct count of agents/Admins on a case, so this works.  I can break it down by tickets which gives me a good look into the tickets that have lots of people involved.

I'm also trying to break this down further to get the Average of the Distinct count of agents per ticket.   So kind of a:
D_Count(Agents updating a ticket) / # of Tickets

Does that make sense?

View comment · Posted Dec 01, 2022 · Kevin Steele

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Kevin Steele commented,

CommentBuilding reports

In my org, our agents aren't currently assigned tickets, so we all touch them.  Is there a way to measure Unique touches per ticket.  For example.

If a new ticket is run from Creation to Close and 10 agent touches were made, but only from 5 distinct individuals, how could I create a report showing that 5 agents touched that case, not that there were 10 touches... 

More specifically I'd like to know what the Average number of Distinct agent touches were on tickets.

The goal is for us to trial a new ticket handling process and be able to show if the new process reduces distinct agent touches, increasing ticket "ownership" without it being tied directly to whether a ticket is assigned or not (As even an assigned ticket can still be touched by multiple people)

 

View comment · Edited Nov 05, 2022 · Kevin Steele

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