Ron Stuckey

Adding a little more info. We are ultimately looking to capture %SLA Achieved for different support groups. I will pull %SLA Achieved, %SLA Breached but need to look at it on a last week basis. This is for leadership weekly reporting

I need to look at SLA metrics with an EVENT date. In Insights I used Week (Sun-Sat)/year (Event)

How can I do this in Explore?

From Insights I am currently using

% FCR

Number Format #,##0.00%

Details:

SELECT # of FCR tickets / (SELECT # Solved Tickets)

# of FCR tickets

SELECT # Solved Tickets WHERE Resolution Time < 2

I need to find a way to capture % First Contact Resolution < 2 hrs ( tickets solved within 2 hours) for my agents and teams. We do it in Insights by a metric that counts all tickets with full resolution time less than 2 hours and then finding the percentage of tickets created. How can I do this in Explore.

"In my next tip, I will tell you how to receive (through Triggers!) email notifications when these unsatisfied clients become satisfied clients."

Has the next tip been published?"  I really need to see the effectiveness of our efforts to follow-up.