I'm trying to build reports for two things:
- The number of replies sent by agent by hour for a day
- The average number of replies sent by agent by hour
Looking at the first one, I'm running into a roadblock when I select # Replies as the What, then User Name as the How, and filter to only show agents. The How options for time of the event (when the reply was sent) are grayed out, but I'm not sure why, and the other time-based conditions wouldn't really give me an accurate idea of when the replies were sent (e.g. the hour the ticket was solved, assigned, etc.). The data I'm seeing even without this How option also seems lower than I would expect, so I'm not sure if the What should be something different to get what I want either.
Does anyone have a recipe that has worked for them for either of these reports? Thanks!
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