# Allen Lai | Head of CX, Otter.ai

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• Allen Lai | Head of CX, Otter.ai hizo un comentario,

Viktor Osetrov I'd like to use it to help calculate different averages and use the number of business days in a month as the denominator. For example, taking the total number of tickets handled per...

• Allen Lai | Head of CX, Otter.ai creó una publicación,

### How do I calculate the number of business days in a month?

I'm trying to create a Standard calculated metric that will return the number of business days in a given month. For example, there were 23 business days in March and 20 business days in April. Tha...

• Allen Lai | Head of CX, Otter.ai hizo un comentario,

Chris Curlett Have you been able to figure this out? Similarly, I consider a backlog ticket that's older than X days, but I didn't see a way to filter by either date a ticket was created or by age.

• Allen Lai | Head of CX, Otter.ai hizo un comentario,

When an agent has a ticket open but has a dimmed picture (idle), does that mean they have the ticket open, but viewing another ticket? And how does that get counted when using the Time Tracking fea...

• Allen Lai | Head of CX, Otter.ai hizo un comentario,

Lucy Child Chandra Robrock Check if your metric "Total Time Spent (sec)" is being computed separately. See the screenshot below for reference. What I've been told is that if it's not being computed...

• Allen Lai | Head of CX, Otter.ai hizo un comentario,

As a workaround, I used Zapier to reassign the ticket back to the last assignee based on a tag. Here's a Zapier template that you can reference: https://zapier.com/shared/f287afe7e341425fe5fcf7a92f...

• Allen Lai | Head of CX, Otter.ai hizo un comentario,

Chandra Robrock I'm running into a similar issue. Changing the function to AVG kind of helps, but if I'm trying to look at the total ticket handling time in a given month for an agent, the result w...

• Allen Lai | Head of CX, Otter.ai hizo un comentario,

Is it possible to add some intelligence to know when an agent has gone idle and automatically pause the timer? I understand the agent may navigate away from a ticket to try and reproduce the issue ...

• Allen Lai | Head of CX, Otter.ai hizo un comentario,

I'm using the "Bad initial satisfaction ratings" metric to find negative C-SAT data based on the first assignee and this is not working for us. All of the numbers are associated with a blank value ...

• Allen Lai | Head of CX, Otter.ai hizo un comentario,

Heads up that if you are using Answer Bot to send articles via email in addition to having Answer Bot enabled on your web form, email triggers will suppress the article list and inserting the artic...