Saxon Clay
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Total activity26
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Last activity
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Activity overview
Latest activity by Saxon Clay-
Saxon Clay commented,
Ewa Kondratowicz - I've been working with a custom metric I created a while ago that calculates in a range how many days an agent sent any ticket replies, it's as close of an approximation of days ...
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Saxon Clay commented,
Elisabetta CarliYou can do this with three Metrics and the Result Metric Calculation function. ie D_/COUNT(Tickets) D_/COUNT(Reopened Tickets) D_/COUNT(Excluded Tickets) Where "Excluded Tickets" is...
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Saxon Clay commented,
Edward Drack If each of the macros have their own tags associated to them then I'd approach it like so: Create an Attribute Set (Calculations > Set under Attributes) that includes only the tags you...
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Saxon Clay commented,
Edward Drack Can you elaborate on what exactly you're trying to accomplish?
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Saxon Clay commented,
Tim Bechtold You should use DCOUNT(Solved Tickets) instead of COUNT(Tickets) in the calculations. Beyond that though, I'd recommend not using custom metrics for this and instead use Result Metri...
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Saxon Clay commented,
Ilaria Vilardi I played around with the pie graph a bit but it seems the standard behavior is to aggregate all your values together (50 tickets) instead of referencing the actual total and I couldn...
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Saxon Clay commented,
Ilaria Vilardi Am I understanding correctly that there isn't actually a single "main_tag" in your example, but instead that "main_tag" is a 'base' and there's several possible variations of it? (ie...
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Saxon Clay commented,
Hey Catalin, Explore has the 'DATE_FIRST' function that you can use in the Updates dataset to get the first internal comment. IF ([Comment present]=TRUEAND [Comment public]=TRUEAND [Updater role] ...
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Saxon Clay commented,
Fully agree with this, it's really ugly and extremely frustrating that you can't remove or otherwise hide these NULL values. I can understand them being present if you're looking at a full attri...
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Saxon Clay commented,
I did some testing today and I think I found why sometimes CC'd addresses post as internal replies and sometimes they post as public replies. Conditions: Two registered Zendesk end-user accounts...