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Pat Harland-Lee's Avatar

Pat Harland-Lee

Incorporación 16 abr 2021

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Última actividad 12 feb 2024

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RESUMEN DE LA ACTIVIDAD

Última actividad de Pat Harland-Lee

Pat Harland-Lee hizo un comentario,

Comentario de la comunidad Feedback - Reporting and analytics (Explore)

Absolutely agree! We don't have 24/7 support so calendar hours is not a true reflection of the time an agent was responsible for a ticket compared to our SLAs (which are in business hours)

Ver comentario · Publicado 10 ago 2022 · Pat Harland-Lee

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Pat Harland-Lee hizo un comentario,

Comentario de la comunidad Q&A - Reporting and analytics

Heya, just realised it should be "VALUE(Field changes time (min))" instead of "[Ticket ID]", however that only gets calendar hours. How do I get it for Business Hours?

Ver comentario · Publicado 03 ago 2022 · Pat Harland-Lee

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Pat Harland-Lee hizo un comentario,

Comentario de la comunidad Q&A - Reporting and analytics

Heya, we need to show (and agents themselves want to see, compared to colleagues) averages for Next Reply Time (not just the time to reply after the client's response to our first reply).

Gab are you able to share an example screenshot of what you mentioned as I had trouble following along and creating it myself. Here's what I've got so far:

Ver comentario · Publicado 18 jul 2022 · Pat Harland-Lee

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Pat Harland-Lee hizo un comentario,

Comentario de la comunidad Feedback - Reporting and analytics (Explore)

Hey guys, any update since Q2 has come and gone now?

Ver comentario · Publicado 08 jul 2022 · Pat Harland-Lee

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Pat Harland-Lee creó una publicación,

Publicación Feedback - Reporting and analytics (Explore)

Discussed with support who said Explore doesn't currently support this.

When making a report that shows all of our Organizations per region (Y axis) and the month they were created (X axis), if there weren't any Organizations created in the last month on the X axis, it won't show that month at all. It's important for us to show VISUALLY that there are no new Organizations created, otherwise the viewer could think that we just forgot to show the last month and it's our fault.

Publicado 07 jul 2022 · Pat Harland-Lee

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Pat Harland-Lee hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Hi @... I also am still getting the same issue as Joost - messages still open at the bottom of the latest message rather than the top. Is there a setting we have to change?

Ver comentario · Publicado 29 mar 2022 · Pat Harland-Lee

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Pat Harland-Lee hizo un comentario,

Comentario de la comunidad Feedback - Voice (Talk)

Karen Hynes We need to be able to report on which users were on which status historically so that we can see who was responsible at the time when a call was missed and went to voicemail (much tougher to monitor this with WFH!)

Ver comentario · Publicado 01 dic 2021 · Pat Harland-Lee

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Pat Harland-Lee hizo un comentario,

ComentarioMetrics, attributes, and filters

Actually I found that the answer in How can I include 0 values in Explore reports? worked - I just went to Result Manipulation > Time Axis and checked the box :)

Ver comentario · Publicado 08 nov 2021 · Pat Harland-Lee

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Pat Harland-Lee hizo un comentario,

ComentarioHow to create and update reports

Ver comentario · Publicado 08 nov 2021 · Pat Harland-Lee

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Pat Harland-Lee hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Yes please!

Ver comentario · Publicado 27 oct 2021 · Pat Harland-Lee

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