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Jasen Samford

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Activity overview

Latest activity by Jasen Samford
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    Jasen Samford created a post,

    Tracking agents' work

    We typically have 3-4 agents working per day. Based on average 2-3 minute resolution times, it seems that agents working a full day should be able to resolve 120+ tickets per day, yet the tracking ...

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    Jasen Samford commented,

    Awesome, thanks Devan! That worked for using all-time data, but if I try to forecast using only 2019 thus far (or 2018-2019), I get a new error that says "You need to have data for at least 2 cycle...

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    Jasen Samford commented,

    I'm also getting the "forecast_error_year_missing" message that Emma mentioned while trying to look at tickets created per month thus far, and using that to forecast tickets per month for the remai...

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    Jasen Samford created a post,

    Forecasting tickets created in months to come

    Answered

    Is it possible to use Explore to forecast estimated tickets created per month based on historical data? I tried to create a query based on the last 3 months that we've been using Zendesk, but could...

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    Jasen Samford commented,

    Sure, thanks Greg! I'd like for the x-axis to reflect how many tickets were updated/solved in each hour, at least over the course of 1-2 weeks, as I suppose a full 30 days might be too much to easi...

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    Jasen Samford created a post,

    Daily reporting of tickets solved per hour

    I'm trying to find a way in Explore to break down tickets solved per hour, per day, for one agent over the last 30 days. Preferable a chart that starts Sunday at 12am, goes through Saturday at 11pm...

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    Jasen Samford created a post,

    Daily reporting of tickets solved per hour

    I'm trying to find a way in Explore to break down tickets solved per hour, per day, for one agent over the last 30 days. Preferable a chart that starts Sunday at 12am, goes through Saturday at 11pm...

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    Jasen Samford commented,

    Viewing events will work for now! Thanks!

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    Jasen Samford commented,

    Thanks, Michael. I'm actually trying to solve for when an agent assigns a ticket to another agent without any notes, etc. It would be nice to be able to follow up with the original agent to coach t...

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    Jasen Samford commented,

    This will show whether the last update was submitted by an Agent or End User, but is there a way to see which specific Agent submitted the update, in cases where someone might assign a ticket to an...