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Violeta Micu

Joined Oct 16, 2021

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Last activity Feb 01, 2022

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Latest activity by Violeta Micu

Violeta Micu commented,

CommentMeasuring success

Hello @...,

So the %satisfaction score that has been created by Zendesk as a metric in the Explore product is calculated based on this:

COUNT(Good satisfaction tickets)/COUNT(Rated satisfaction tickets)

So is a count of good ratings divided by all rated tickets (good+bad).

So in Dave's case if he has 100 tickets worked in the last 3 months. All of them received a rating from the customer. 99 were rated Good and 1 was bad then your calculation for csat will be 99/100 (good/all rated) which will be 99%.

Let me know if this answers to you question.

Have a great day!

Violeta

View comment · Posted Oct 06, 2021 · Violeta Micu

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Violeta Micu commented,

Community comment Feedback - Voice (Talk)

Hello,

 

A vote from my side as well :(.

 

Thanks,

Vio

View comment · Posted Feb 25, 2020 · Violeta Micu

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Violeta Micu commented,

Community comment Feedback - Voice (Talk)

Hi @..., 2 years ago you said that this feature was top priority. Which is the current status?

 

View comment · Posted Nov 29, 2019 · Violeta Micu

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Violeta Micu commented,

Community comment Feedback - Voice (Talk)

Is this feature included in the Q4 Roadmap? 

View comment · Posted Oct 18, 2019 · Violeta Micu

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Violeta Micu commented,

Community comment Q&A - Reporting and analytics

Hello,

There are 2 ways to see the Follow up tickets in explore.

Dataset: Ticket Events

1. This solution helps you to see quickly how many follow-up tickets you have:

Metrics: Tickets created

Filters: Update channel

Attribute Values: Closed Ticket

2. This one will help you to have one defined metric for follow up tickets. In this case you would be able to add other metrics to compare, like total created tickets :)

Define Standard calculated metric:

IF ([Changes - Field name]="status" AND [Changes - Previous value]=NULL)
AND [Update channel]="Closed Ticket"
THEN [Update ID]
ENDIF

After creating the metric you will use COUNT instead of SUM

I compared the data with the one from Insights and it seems correct.

 

Happy reporting!

Vio

View comment · Posted May 17, 2019 · Violeta Micu

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Violeta Micu commented,

Community comment Feedback - Ticketing system (Support)

Another one here :(

Please help us, we have too many agents 

View comment · Posted Oct 24, 2018 · Violeta Micu

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