Jessica Blake
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Activity overview
Latest activity by Jessica Blake-
Jessica Blake commented,
@Allison, thanks for your feedback! I will pass this on to our Explore product managers, and we are doing our best to update the documentation every day. I recommend if you have any specific reques...
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Jessica Blake commented,
Hi Felipe, At the present time, agent online and away time is not available in the chat data set in Explore. You can see some of this information in Chat Analytics however if you are on the Chat Pr...
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Jessica Blake created an article,
Explore recipe: Total number of assignments
In this Explore recipe, you'll learn how to create a query that reports the number of times your agents were assigned to a ticket, even if they are no longer the assignee on the ticket. Note that...
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Jessica Blake created an article,
Explore recipe: Tickets created by agents or end-users
In this Explore recipe, you'll learn how to create a query that shows the number of tickets being created by agents and end-users. This recipe replaces the Insights recipe of the same name. Wha...
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Jessica Blake created an article,
How can I enable interactivity options on KPI visualization queries?
Question Is it possible to enable interactivity options, for example, drillthrough or decompose, on KPI visualization type queries? Answer Yes, it is possible to enable interactivity on these type...
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Jessica Blake created an article,
Explore recipe: First assignment to first resolution time
In this Explore recipe, you'll learn how to create a query to report on the average time between a ticket first being assigned to its first resolution time. Keep in mind this query is based on the...
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Jessica Blake created an article,
Explore recipe: Days since an organization last submitted a ticket
In this Explore recipe, you'll learn how to create a query that shows you when an organization last submitted a ticket. What you'll need Skill level: Moderate Time Required: 20 minutes Zend...
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Jessica Blake commented,
Hi Devon, Thanks for your question! You should be able to use the attribute Ticket tags in your queries if you want to filter by a particular tag appearing in a ticket, per the example in my scree...
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Jessica Blake commented,
Marcel and I were able to figure out how to get this query to work, so I've put together an article for everyone else to get on board! Check out our recipe here: Explore Recipe: Week over week SLA...
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Jessica Blake created an article,
What happens to drop-down values in Explore when the ticket field value is modified?
Question What happens to drop-down values in Explore when the ticket field value is modified? Answer If you change a field label (but not the tag) the new label appears in Explore reports, and th...