Evangelina Dalabehera S

Hi

If our request aligns with Stacy Areas, we would appreciate it if we could confine side conversations to a designated group. This way it will not impact, those who prefer the classic interface without side conversations.

Hi All,

The above issue is resolved!

Please help on the below metric, here we are trying to get the when the group assignee is changed to another group and how much time spent on previous group assignment.

Where I have calculated metric

IF
    ATTRIBUTE_FIX(D_COUNT(Assignment Timestamps - T3 HR Tech), [Ticket ID]) > 0
THEN
    IF
        [Ticket group] = "T3 HR Tech"
    THEN
        IF
            ATTRIBUTE_FIX(D_COUNT(Assignment Timestamps - T3 HR Tech), [Ticket ID]) > 1
        THEN
  VALUE(Time Since Last Group Assign (min)) + ATTRIBUTE_FIX(SUM(Time spent in prev group - T3 HR Tech (min)), [Ticket ID])
        ELSE
     VALUE(Time Since Last Group Assign (min))
        ENDIF
    ELSE
        ATTRIBUTE_FIX(SUM(Time spent in prev group - T3 HR Tech (min)), [Ticket ID])
    ENDIF
ENDIF



The calculation for Assignment Timestamps - T3 HR Tech
IF
    [Update ticket group] = "T3 HR Tech" AND [Changes - Field name] = "group_id"
THEN
    [Update - Timestamp]
ENDIF

The calculation for Time Since Last Group Assign (min)

IF
    IN([Ticket status - Unsorted], ARRAY("Solved", "Closed"))
THEN
    DATE_DIFF([Ticket solved - Timestamp], DATE([Latest Group Assignment - Timestamp]), "nb_of_minutes")
ELSE
    DATE_DIFF(NOW(), DATE([Latest Group Assignment - Timestamp]), "nb_of_minutes")
ENDIF

Hi,

Same error!

Tried with SUM aggregator but result is just empty. please help!

IF (
    (
        [Ticket status - Unsorted] = "Solved"
        OR  [Ticket status - Unsorted] = "Closed"
    )
    AND [Priority Value] != "Urgent 1"
) THEN 
    IF (
        (
            [Tier [formula]] = "Tier 1"
            AND
               VALUE(First resolution time - Business hours (hrs))
                        - VALUE(Agent wait time - Business hours (hrs))
                    <= 48
        )
        OR (
            (
                [Tier [formula]] = "Tier 2"
                OR [Tier [formula]] = "Tier 3"
            )
            AND (
                (
                     VALUE(First resolution time - Business hours (hrs))
                        - VALUE(Agent wait time - Business hours (hrs))
                        <= 72
                    AND [Priority Value] = "High 2"
                )
                OR (
                   VALUE(First resolution time - Business hours (hrs))
                        - VALUE(Agent wait time - Business hours (hrs))
                        <= 168
                    AND [Priority Value] = "Normal/Low 3"
                )
            )
        )
    ) THEN
        1
    ENDIF
ENDIF

Hi All,
1st scenario:
We are trying to create an attribute which calculates the aging of a ticket.

IF (VALUE(Tickets) <= 60*24) 
   THEN  "1 day" 
ELIF (VALUE(Tickets)>60*24 AND VALUE(Tickets) <= 60*24*2)     
   THEN  "2 days" 
ELIF  (VALUE(Tickets)>60*24*2 AND VALUE(Tickets)<= 60*24*3)    
   THEN "3 days" 
ELIF  (VALUE(Tickets)>60*24*3 AND VALUE(Tickets)<= 60*24*4)    
   THEN "4 days" 
ELIF  (VALUE(Tickets) > 60*24*4)     
   THEN   ">4 days"

ENDIF

but here we want to exclude the weekends and that should not be calculated in aging days.

2nd scenario:

We have created the custom attribute (transferred date) and we are trying to achieve agent work time, when a ticket was transferred to another group/agent how much the current group/agent's exact work time on the same ticket.