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Tom Skjönsberg

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Activity overview

Latest activity by Tom Skjönsberg
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    Tom Skjönsberg commented,

    So apart from changing the default to be week starting on Sunday without notice, has there been any updates to when we can expect this to be added?

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    Tom Skjönsberg created a post,

    Chat transfers not displaying in query

    I am trying to count transferred chats in a query, which should be simple enough using the Transferred chats or Transfers metrics. However, while testing for this the transfers do not appear to be ...

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    Tom Skjönsberg commented,

    Thank you for your answer Devan. I made a post in the product feedback forum as well. I was sort of expecting this answer, as I have seen the same limitations in many scheduling and reporting tools...

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    Tom Skjönsberg created a post,

    Report on shifts spread across 2 days

    Basically I have two night shifts that are creating an issue for generating decent shift reports. The shifts we have are spread across two sites, and look as follows: 06:00-14:0008:00-16:0014:00-22...

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    Tom Skjönsberg created a post,

    Report on shifts overlapping days

    I was looking at the recipe posted here in order to modify it for our use, but I am running in to an issue due to our shifts setup. Basically I have two night shifts that is creating an issue for g...

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    Tom Skjönsberg commented,

    Posted in Q&A yesterday because I need this functionality to report on which agent updated specific tags. The ability to do a simple IF [Changes - Field name] = "Ticket tags" AND[Changes - New valu...

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    Tom Skjönsberg created a post,

    Finding who set a ticket tag

    I'm trying to set up a query to see who set a specific tag on a ticket. I have been doing other custom update metrics, but this one seems to always return a result of 0, despite that I can find the...

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    Tom Skjönsberg commented,

    Graeme Carmichael Thank you for the response. That was part of my problem. Seeing that it didn't change anything at first, it got me digging even further, and it turned out that it was actually a f...

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    Tom Skjönsberg commented,

    Hillary Latham Thank you very much for your reply. What I'm seeing in my query is that the instant where agents leave a comment are counted as expected. However, the same tickets will show up again...

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    Tom Skjönsberg created a post,

    Exclude updates other than comments

    I have a quite basic query where I want to display the number of ticket comments added by agents on specific dates for tickets on e-mail and web channels. I use the Support: Ticket updates dataset ...