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Lou Freitas

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Activity overview

Latest activity by Lou Freitas
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    Lou Freitas created a post,

    Rules for 1st time reply

    Answered

    On our team we work many internal tracking and external customer trouble tickets. For our internal tickets, what can we do so 1st time reply is not measured? I am only interested in 1st reply as i...

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    Lou Freitas commented,

    does this help at all?

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    Lou Freitas commented,

    So if for this month we have 21 business days... if we had: 30 daily tickets NOT in Solved or Closed State for the first 7 days, then 40 daily tickets NOT in Solved or Closed State for the next ...

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    Lou Freitas commented,

    thanks for the detailed reply...I think we are close.   I dont so much care when a ticket was "created"...I just want to know how many are NOT closed or solved on each day, then avg that over the...

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    Lou Freitas commented,

    Awesome advice, thank u....   How would I get the AVG daily ticket count in a given month (how many tickets on average were carrying every day)

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    Lou Freitas created a post,

    Graphing in Insights a bit lacking

    Seems silly that there is not a percentage label in Insights, only a data "count" label. Also, you should be able to edit/modify the labels before saving the graph...I tried updating the ticket fi...

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    Lou Freitas created a post,

    [Request]: 1st Time Reply in Insights

    Answered

    I want to setup a graph that captures "AVG first response time during business hours" the only option i see in "My Dashboard" is "Median first response during business hours"