It was required for me to make new quires on a new folder in ZD where tickets are transfered after special tag usage.
One of the quires was the amount of agents' replies. The issue is that the ticket has it's own history before having a special tag, too, but this information is not necessary and makes a quiry unclear.
For example, ticket was created on 01/01/20. There was a communication between a customer and an agent. So there are 5 agent's replies. On 01/03/20 one of the agents put a new tag and this ticket was transfered to another folder. The communication with the customer continued and at this moment there are another 5 agent's replies. I had to make a report from 29/02/20 to 05/03/20, therefore I put a time filter "ticket last updated - custom - from 29/02/20 to 05/03/20". After it, quiry shows that the number of agent's replies is 10.
So my question - is there any possibility to include into the quiry only data from 01/03/20 - after putting the new tag? So we could have 5 agent's replies in the result?
The same issue with the agent waiting time metric.
Thank you in advance!
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