I was wondering if there are other alternatives or workarounds in explore or insights using custom metrics to calculate the number of days (excluding weekends) an assigned ticket has not had an update. For instance, if an agent gets assigned a ticket and it's been more than 3 days without an update, I want that ticket to show up on the report.
I have created a report using the last ticket update filter with a range in insights, but was wondering if there is a better way to keep track of tickets on a scheduled report. Is there documentation/function fields of what I can use to create a custom metric?
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