Recent searches


No recent searches

Lisa's Avatar

Lisa

Joined Nov 18, 2022

·

Last activity Dec 31, 2024

Following

0

Followers

0

Total activity

25

Votes

13

Subscriptions

6

ACTIVITY OVERVIEW

Latest activity by Lisa

Lisa commented,

CommentPerforming calculations
Hello Joanna,
Unfortunately, Explore's current functionality doesn't allow for calculating sums for single rows or columns or hiding individual cells. I'm so sorry!
I'd really like to encourage you to submit a feature request so that this can be considered for future product improvements and other users can vote for this, too. You can find a template here.
Thank you!

View comment · Posted May 09, 2024 · Lisa

0

Followers

0

Votes

0

Comments


Lisa commented,

CommentCustomizing reports
Hi Nicole,
To change the attribute labels in your pie chart, you could create a renamed set. You can do this by clicking on Calculations > Renamed Set and selecting your attribute under 'Computed from'. Enter the new name for each attribute value on the right. Replace the existing attribute with the new (renamed set) attribute in your report.
I hope this helps!
 

View comment · Posted May 09, 2024 · Lisa

0

Followers

0

Votes

0

Comments


Lisa commented,

Community comment Q&A - Reporting and analytics
Hi Melissa,
To calculate the average requester wait time (this includes how long a ticket spends in New, Open, and On-hold status) per agent per quarter, you can create a report with the Support - Tickets dataset.
Under metrics, add Requester wait time (min) and select AVG as the aggregator. If you would like to specifically report on the first reply time, you can use First reply time as a metric instead.
Under rows, add Assignee name and Ticket created - Quarter.
Under filters, add the Ticket created - Quarter attribute and select the quarter that you would like to report on.
I hope this helps!
 

View comment · Posted Apr 18, 2024 · Lisa

0

Followers

0

Votes

0

Comments


Lisa commented,

CommentVeröffentlichen und Teilen von Dashboards
Hallo Patrick,
könnten Sie bitte ein Ticket mit unserem Support Team öffnen, damit wir uns Ihren individuellen Fall genauer ansehen können?
Klicken Sie hierzu in Ihrer Zendesk Instanz auf Ihr Profilbild > Hilfe > Hilfe erhalten.
Vielen Dank!

View comment · Posted Mar 26, 2024 · Lisa

0

Followers

0

Votes

0

Comments


Lisa commented,

CommentVeröffentlichen und Teilen von Dashboards
Hallo Patrick,
 
um ein Dashboard mit einem bestimmten Zeitfilter zu versenden, können Sie Dashboard Lesezeichen nutzen.
 
Um das Dashboard immer für den Zeitraum des vorherigen Kalendermonats vorzuprogrammieren, stellen Sie hierzu zunächst den Datumsbereich in Ihrem Dashboard folgendermaßen ein: "Ab Anfang 1 Monat in der Vergangenheit" und "Bis Ende 1 Monat in der Vergangenheit".
 
Fügen Sie nun das Lesezeichen aus dem aktuellen Zustand des Dashboards hinzu. Falls Ihr Dashboard mehrere Registerkarten enthält, wiederholen Sie den Vorgang für jede Registerkarte. Anschließend können Sie die Zustellung des Dashboards für den ersten Tag des Monats programmieren und es wird automatisch mit den Daten des vorangegangenen Monats versendet.
 
Viele Grüße!

View comment · Posted Mar 26, 2024 · Lisa

0

Followers

0

Votes

0

Comments


Lisa created an article,

ArticleHelp with support and ticketing

Question

I would like to change the business hours of my schedule. Will a change of business hours affect ticket metrics related to business hours and SLAs retroactively?

Answer

Adjusting business hours won't have a retroactive impact on ticket metrics and SLAs tied to operating times. This is because these metrics are assigned based on the current business hours at the time of their assignment, and remain unchanged even if the business hours are modified in the future.

For more information, see these articles:

Edited Mar 25, 2024 · Lisa

1

Follower

2

Votes

1

Comment