I want to be able to create a scoreboard for our agents, and besides CSAT scores and some other 'performance' values, I want to weigh their SLA performance values as well.
Thus I want to be able to show a sum total 'SCORE' that takes into account values from different data sets.
This is not possible to do with a custom metric because those metrics are child to data-sets.
If there is currently another way to do this that your support agent was not aware of, I'd love to know. I'm trying to enable ZenDesk's explore to be 'gamified'. That should be of value to many support departments I would think!
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