Interactions on email tickets

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  • Brandon Tidd
    Community Moderator

    HI Dawn Anderson,

    Happy to help here!  There is a good chance that you are averaging to 1 reply per ticket.  To confirm, from the Support Tickets Dataset, you're going to want to use the metric AVG(Agent Replies), with attributes in the column for Ticket Tags (filtered against the tags you want to track), and rows for your time filter (year, month in this case).  Lastly, to average over time you can use result manipulation to put the average totals at the bottom.

    Lastly, all of the queries from the stock dashboards should be visible as individual queries.  You can also clone the dashboard & queries to edit them.  In this case, the metric being tracked is Avg(Replies).  Hope this helps!

    Brandon Tidd
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