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Lou Freitas

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Latest activity by Lou Freitas
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    Lou Freitas created a post,

    Rules for 1st time reply

    Answered
    1. Community
    2. Support Q&A

    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,

    1. Community
    2. Insights Q&A
    3. [Request]: 1st Time Reply in Insights

    does this help at all?

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    Lou Freitas commented,

    1. Community
    2. Insights Q&A
    3. [Request]: 1st Time Reply in Insights

    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,

    1. Community
    2. Insights Q&A
    3. [Request]: 1st Time Reply in Insights

    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,

    1. Community
    2. Insights Q&A
    3. [Request]: 1st Time Reply in Insights

    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

    1. Community
    2. Insights Q&A

    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
    1. Community
    2. Insights Q&A

    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"

    • Lou Freitas
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