Fernando
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Total activity21
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Last activity
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Activity overview
Latest activity by Fernando-
Fernando commented,
Just an update on my last post. I was able to solve it. The calculation was right, it was just at the wrong place. So, what I had to do is to add the metrics: Then, in Result Manipulation, I creat...
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Fernando commented,
Hi! We're trying to perform a percentile-type calculation like the following: "80% of tickets were first-replied before X minutes". So we came up with this formula: So, to the average reply time, ...
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Fernando commented,
+1!! Bump! This is a much needed feature. We measure SLA as a function of percentile (80% of cases solved in < XX hours).
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Fernando commented,
Thank you! Please close this request. Have a good day!
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Fernando commented,
Hi! I would like to create an automation to contact the requester after 8 business hours when they answer with bad or bad with comment to the survey. The closest condition I could find was "Hours s...
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Fernando commented,
You need to specify: SELECT COUNT(# Ticket Updates) WHERE ... i.e. #Ticket Updates must go enclosed between parenthesis.
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Fernando commented,
I installed Time Tracking app, and we're using it successfully within Insights to track time and costs, after creating the metrics as described in one of the "recipes" in the Help Center. (I was fi...
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Fernando commented,
Hi Maria. Unfortunatelly using ticket group is not an option for us. A ticket can be in group "Tier 1" from new to resolved, and could be worked by both T1 and T2 agents without changing the group....
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Fernando commented,
Hi. When a ticket is created, it can be worked by both Tier 1 group and Tier 2 group agents, independently of which group the ticket is in. As each Tier has a different hourly cost for us, I would ...