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Alfredo Iglesias

Joined Jun 28, 2023

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Last activity Nov 06, 2024

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Latest activity by Alfredo Iglesias

Alfredo Iglesias created a post,

Post Feedback - Reporting and analytics (Explore)

Hi all!

 

Do you know how to create a report/metric that shows:

 

How long does it typically take for other teams to respond to a requester when a ticket has been reassigned from the initial Ticket Group to other Ticket Groups (e.g., Technical Support, Benefits, etc.)?

 

This timeframe would be measured from the moment the ticket is reassigned to the external team until the first direct response is provided to the requester (excluding any internal communications).

 

Thanks in advance!

Posted Nov 06, 2024 · Alfredo Iglesias

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Alfredo Iglesias commented,

CommentBuilding reports

Hi! I have noticed that the daily average of tickets goes for the population of tickets created and not the total of days in the week. 

 

Let's say that we received 1 ticket daily from Monday to Sunday, which is an average of 1 since 7/7 = 1. 

 

But if we did not receive any tickets on Sunday, then I see that it's divided by 6, so 6/6=1, which I believe should be 6/7 = .85.

 

Are you planning to change this, or do you have different metrics?

 

Please let me know if I am missing something.

View comment · Posted Oct 17, 2024 · Alfredo Iglesias

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Alfredo Iglesias commented,

Community comment Q&A - Reporting and analytics

Hi! Do you know if there is an update on this?

View comment · Posted Oct 07, 2024 · Alfredo Iglesias

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Alfredo Iglesias commented,

CommentBuilding reports

Hi team! Is it possible to give access to assignees to my dataset? So they can see the reports and edit them, but others cannot see them?

View comment · Posted Jul 15, 2024 · Alfredo Iglesias

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Alfredo Iglesias commented,

CommentMeasuring success

Hey! When a ticket is reassigned to another agent from the same Ticket Group, does the SLA Metric Agent Work Time starts again?

 

Thanks in advance!

View comment · Posted Jun 17, 2024 · Alfredo Iglesias

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Alfredo Iglesias commented,

Community comment Feedback - Ticketing system (Support)

Hi! Did you find any solution to this?

 

I believe one way to do this, is by using Explorer with the Update - Timestamp field and then filtering in a LOD kind using only the max value but not sure if someone achieved this. While it is not live view (1 hour delay).

View comment · Posted Jun 10, 2024 · Alfredo Iglesias

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Alfredo Iglesias commented,

CommentHow to create and update reports

Are the changes that I am doing in the preview also seen by other people managing the report? Or each preview is different for each person?

View comment · Posted Oct 04, 2023 · Alfredo Iglesias

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Alfredo Iglesias commented,

CommentCreating dashboards

Hi! 

Does the "Link Data Filters" function work with "Sets"/"Groups" I have a group with all the values that need to be replicated and the Link does not work. I tried working with the main field "Assignee Name" and the link worked.

Can you explain to me if this is a supposed behavior, as when I filter for the Group created, the "Link Data Option" is available.

View comment · Posted Sep 05, 2023 · Alfredo Iglesias

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Alfredo Iglesias commented,

Community comment Feedback - Reporting and analytics (Explore)

Do you know if this got a solution? 

View comment · Posted Sep 03, 2023 · Alfredo Iglesias

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Alfredo Iglesias commented,

Community comment Feedback - Reporting and analytics (Explore)

Do you know if this got fixed?

View comment · Posted Sep 02, 2023 · Alfredo Iglesias

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