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Dermatica Ltd

Adhésion le 15 avr. 2021

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Dernière activité le 15 nov. 2022

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Dermatica Ltd a ajouté un commentaire,

Commentaire de la communauté Feedback - Reporting and analytics (Explore)

Thanks @... I've updated the post now.

I was thinking, would the upcoming new feature to be released, Group SLA's, solve this request, given that we'll be able to assign specific SLA's to groups rather than having one SLA across all teams and groups.

Afficher le commentaire · Publication le 24 juin 2022 · Dermatica Ltd

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Dermatica Ltd a créé une publication,

Publication Feedback - Reporting and analytics (Explore)

Post Title: 

Calculate Next Reply Time as a value

Feature Request Summary: 

I would like to have Next Reply Time as a metric, in the same way as First Reply Time.

Description/Use Cases: 

We have 2 teams of different tiers, and after a ticket is created, it will receive a first reply from our Tier 1 group. The ticket can then be assigned to the tier 2 group and we'd like to calculate how long it takes for the tier 2 group to respond to the ticket. Currently the SLA doesn't calculate this as a time value and the only visibility we have is the % success against the SLA target.

Business impact of limitation or missing feature:

The impact is high for the business, as reply time metrics are our core KPI's that we use to measure our success, however visibility in the tier 2 group isn't available and we're unable to determine the actual time value of the groups responses. The value is required to help with subsequent capacity and resource planning in the group which has an impact on overall customer experience.

Other necessary information or resources:

N/A

Modification le 24 juin 2022 · Dermatica Ltd

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Dermatica Ltd a ajouté un commentaire,

Commentaire de la communauté Feedback - Reporting and analytics (Explore)

Adding my support to this. In our organisation, we receive quite a lot of follow ups a month or so after the initial contact, which we actually want, however I've no idea on how to validate this using a report.

Being able to get an average follow up ticket creation from when the original was solved would be really useful.

Afficher le commentaire · Publication le 11 avr. 2022 · Dermatica Ltd

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Dermatica Ltd a ajouté un commentaire,

Commentaire de la communauté Feedback - Reporting and analytics (Explore)

I'm voting for this also. Would be hugely beneficial to know the % engagement rate of certain triggers that we fire. At the moment, as has been mentioned above, I can see how many chats were started from the trigger, but I've no idea how many triggers were offered, and so I've not idea if the number if chats served is high or low.

Afficher le commentaire · Publication le 04 avr. 2022 · Dermatica Ltd

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Dermatica Ltd a ajouté un commentaire,

CommentaireTicket automation and collaboration

Ok great, thanks for the update Dane I'll reach out to our AE and see if they can help.

Afficher le commentaire · Publication le 25 mars 2022 · Dermatica Ltd

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Dermatica Ltd a ajouté un commentaire,

CommentaireTicket automation and collaboration

Dane I've this issue also. I've created my Sandbox environment to test Agent Workspace, which I've enabled, but Side Conversations isn't available to enable?

I'm on Enterprise Suite and Side Conversations is enabled on my Live instance.

Afficher le commentaire · Publication le 24 mars 2022 · Dermatica Ltd

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Dermatica Ltd a ajouté un commentaire,

Commentaire de la communauté Q&A - Reporting and analytics

Thanks for the suggestion Hillary. I see what you're suggesting however, as you mentioned, it doesn't exactly cover what I'm looking for. 

Surely there must be a way to measure response times once a ticket is escalated to a different group or support tier? I would have thought that it's standard practice to measure this?

Afficher le commentaire · Publication le 23 févr. 2021 · Dermatica Ltd

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Dermatica Ltd a créé une publication,

Publication Q&A - Reporting and analytics

I'm looking for a way to measure the response time after a ticket is assigned to a different group. 

Currently a ticket arrives and is assigned to Group 1 with default SLA policy applied. First Reply Time is measured and that works fine. However, the ticket may need to be escalated and assigned to Group 2, and I want to know if the same metrics can be measured once it's been assigned to the new group, those metrics being, wait time, reply time. 

Publication le 18 févr. 2021 · Dermatica Ltd

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