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Pat Harland-Lee

Adhésion le 16 avr. 2021

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Dernière activité le 12 févr. 2024

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Dernière activité effectuée par Pat Harland-Lee

Pat Harland-Lee a ajouté un commentaire,

Commentaire de la communauté 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)

Afficher le commentaire · Publication le 10 août 2022 · Pat Harland-Lee

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Pat Harland-Lee a ajouté un commentaire,

Commentaire de la communauté 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?

Afficher le commentaire · Publication le 03 août 2022 · Pat Harland-Lee

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Pat Harland-Lee a ajouté un commentaire,

Commentaire de la communauté 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:

Afficher le commentaire · Publication le 18 juil. 2022 · Pat Harland-Lee

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Pat Harland-Lee a ajouté un commentaire,

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

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

Afficher le commentaire · Publication le 08 juil. 2022 · Pat Harland-Lee

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Pat Harland-Lee a créé une publication,

Publication 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.

Publication le 07 juil. 2022 · Pat Harland-Lee

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Pat Harland-Lee a ajouté un commentaire,

Commentaire de la communauté 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?

Afficher le commentaire · Publication le 29 mars 2022 · Pat Harland-Lee

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Pat Harland-Lee a ajouté un commentaire,

Commentaire de la communauté 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!)

Afficher le commentaire · Publication le 01 déc. 2021 · Pat Harland-Lee

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Pat Harland-Lee a ajouté un commentaire,

CommentaireMetrics, 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 :)

Afficher le commentaire · Publication le 08 nov. 2021 · Pat Harland-Lee

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Pat Harland-Lee a ajouté un commentaire,

CommentaireHow to create and update reports

Afficher le commentaire · Publication le 08 nov. 2021 · Pat Harland-Lee

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Pat Harland-Lee a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Yes please!

Afficher le commentaire · Publication le 27 oct. 2021 · Pat Harland-Lee

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