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Carl Cassar

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Latest activity by Carl Cassar
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    Carl Cassar commented,

    Hi Devan - Community Manager  Was the issue with this "You need to have data for at least 2 cycles to forecast your result. Your current cycle length is 7." solved please? If yes could you tell me ...

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    Carl Cassar created a post,

    Skill routing

    Hi is there a way to show the tickets that were served by an agent that does not have the required set of skills on Explore?

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    Carl Cassar commented,

    Hi Katina thank you for this, but why do we need to do these extra steps when it was much more easier to do in Insights? I hope Zendesk can fix this in Explore!

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    Carl Cassar commented,

    Thanks so much Hannah for this, I have another question, why does in the engagement chat data set report, ticket id works but then in drill through when you click on ticket id it does not show anyt...

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    Carl Cassar commented,

    I'm having a lot of issues with the drill through: 1) Ticket IDs are not clickable 2) It is showing more than the report itself 3) 1 Ticket ID is showing multiple times in the drill through 4) Not ...

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    Carl Cassar created a post,

    Explore Drillthrough

    Answered

    Hi I am trying to drillthrough some of the reports. I have a problem where the drillthrough report and the report is not matching. The report I have shows the agents' number of comments but when i ...

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    Carl Cassar created a post,

    Waiting time on queue

    Is there a way in Explore to measure the waiting time of chats and phones on queue before being picked up or abandoned? Thanks

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    Carl Cassar commented,

    Its not when you manually make the colour. Its when you put the report on a dashboard and publish it and the next day it is coming like this screenshot:

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    Carl Cassar commented,

    So I have this column report that shows the number of comments by end user for the past 5 days. In the rows section I have the attribute "Update-Date" therefore in the Row Selector I have the past ...

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    Carl Cassar commented,

    Thanks Marie it worked! :) I have another issue, I have a column chart which has a row selector of the last 5 days. The problem is that this new date the colour is going automatically as white. Is ...