Jessica Blake
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Activity overview
Latest activity by Jessica Blake-
Jessica Blake commented,
Hi Jessica, You'll just want to add the attribute 'Ticket created - Year' to your columns, then the table should be ordered from October - September. Let me know how you go!
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Jessica Blake commented,
Hi Brandon, We actually already have a similar recipe for you here: Percentage of calls answered in 30 seconds Let me know if you have any problems modifying that to suit your needs.
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Jessica Blake commented,
Hi Tina, You should be able to add a Time - Ticket update attribute to filter by a certain time period. Check out Editing dates and date ranges for more information on filtering with date attribut...
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Jessica Blake commented,
Hi Danie, The page that a chat was initiated from is not data that is available in the Chat dataset per the documentation here. I did come up with an idea for you on how you could track this howeve...
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Jessica Blake commented,
Hi Jakob, You might find it easier to get the information you are after in the Backlog history [default] dataset. This dataset will show you the number of unsolved tickets at any given date. Check ...
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Jessica Blake created an article,
Explore Recipe: Percentage satisfaction score based on agent replies
In this Explore recipe, you'll learn how to create a query that shows the satisfaction score rating percentage for tickets that were one-touch, two-touch and multi-reply solves. What you'll ne...
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Jessica Blake created an article,
Explore Recipe: Average replies per ticket for each agent per day
In this Explore recipe, you'll learn how to create a query that counts the average number of replies and agent makes for each ticket on a daily basis. What you'll need Skill level: Moderate ...
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Jessica Blake created an article,
Explore Recipe: Breaking down tickets created by time period
In this Explore recipe, you'll learn how to create a query that breaks down how many tickets are being created in certain time periods. In this example, you'll be able to report on tickets create...
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Jessica Blake created an article,
How can I move an Explore query from one dataset to another?
Question How can I move an Explore query from one dataset to another? Answer In order to move your query across to another data set, you'll need to clone the query. In Zendesk Explore, click Que...
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Jessica Blake created an article,
Why are my call metrics not adding up properly in Insights?
Question Why is the sum of declined, missed, accepted, and abandoned Talk calls not equal to the number of inbound calls in Insights? Answer Phone calls are made up of various call legs (parts). ...