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James McCoy

Joined Jul 11, 2022

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Last activity Jul 20, 2022

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Latest activity by James McCoy

James McCoy commented,

Community comment Feedback - Reporting and analytics (Explore)

Our business needs to see a detailed report of comments sent by an agent.  The inability to do this is surprising and creates challenges for us.

View comment · Posted Jul 20, 2022 · James McCoy

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James McCoy commented,

CommentPerforming calculations

Hi Gabriel,

That's not quite what I'm looking for. I acknowledge the existence of brackets in my question, but what I'm asking is can we customize the brackets themselves? 

For example:

Requester wait time brackets have groupings such as 1-3 days, 3-7 days, >7 days
We want to make requester wait time brackets that are 1-2 days, 2-4 days, 4-7 days, etc.

Can this be done?

View comment · Posted Jul 14, 2022 · James McCoy

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James McCoy commented,

CommentPerforming calculations

Is there a way to create custom time brackets?

For example- there are built-in "Requester wait time brackets", but we're looking for better granularity. Can I modify these with a formula? Thanks

View comment · Posted Jul 11, 2022 · James McCoy

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