Benjamin David John Clough

Hi, 

It will be extremely useful to incorporate tickets updated, tickets assigned, ticket solved and other ticket metrics into this report. 

We focus heavily on productivity and currently I'm having to extract from the Updates History Dataset or Support Tickets Data Sets, then offline in an excel sheet incorporate the worked hours.

Please let me know if this is possible?

Hi,

Is there a way of calculating First Resolution time without time spent in Pending between Ticket Creation and First Resolution?

Currently, I can report on Full Resolution without Agent Wait Hours, but I can't use this for First Resolution as some Agent Wait Hours happened after the First Resolution

Hi, is there a way of breaking that down? I need to understand how many instances of hold there are in a call and how long each of those instances are. Is this possible?

Hi there, 

Is it possible for Talk to have a field change view? For example I am wanting to see the breakdown of the call and I can see overall hold time is, let's say, 10 mins but is that spread over 3 instances of hold or is it 1 instance?