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Última actividad de Fernando-
Fernando hizo un comentario,
Just an update on my last post. I was able to solve it. The calculation was right, it was just at the wrong place. So, what I had to do is to add the metrics: Then, in Result Manipulation, I creat...
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Fernando hizo un comentario,
Hi! We're trying to perform a percentile-type calculation like the following: "80% of tickets were first-replied before X minutes". So we came up with this formula: So, to the average reply time, ...
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Fernando hizo un comentario,
+1!! Bump! This is a much needed feature. We measure SLA as a function of percentile (80% of cases solved in < XX hours).
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Fernando hizo un comentario,
Thank you! Please close this request. Have a good day!
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Fernando hizo un comentario,
Hi! I would like to create an automation to contact the requester after 8 business hours when they answer with bad or bad with comment to the survey. The closest condition I could find was "Hours s...
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Fernando hizo un comentario,
You need to specify: SELECT COUNT(# Ticket Updates) WHERE ... i.e. #Ticket Updates must go enclosed between parenthesis.
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Fernando hizo un comentario,
I installed Time Tracking app, and we're using it successfully within Insights to track time and costs, after creating the metrics as described in one of the "recipes" in the Help Center. (I was fi...
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Fernando hizo un comentario,
Hi Maria. Unfortunatelly using ticket group is not an option for us. A ticket can be in group "Tier 1" from new to resolved, and could be worked by both T1 and T2 agents without changing the group....
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Fernando hizo un comentario,
Hi. When a ticket is created, it can be worked by both Tier 1 group and Tier 2 group agents, independently of which group the ticket is in. As each Tier has a different hourly cost for us, I would ...