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Adhésion le 16 avr. 2021

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Dernière activité le 29 oct. 2022

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Admin a ajouté un commentaire,

CommentaireWriting formulas

Graeme, you gave me the confidence that it should be working so I took it to another account and it worked fine there. I have submitted a support ticket to resolve. Thank you!

Afficher le commentaire · Publication le 15 avr. 2021 · Admin

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Admin a ajouté un commentaire,

CommentaireWriting formulas

I am running into issues trying to create custom metrics and excluding tickets that contain certain tags. My metrics work fine before testing for tags, and I have tried using "not contains" as an alternative. I am using d_count and the metrics otherwise works until the tag condition. 

IF IN([Ticket created - Day of week],ARRAY("Monday", "Tuesday","Wednesday","Thursday","Friday","Saturday"))
AND IN([Ticket created - Hour],ARRAY("7", "8", "9", "10", "11", "12","13","14","15"))
AND (SUM(First reply time (min)) > 60)
AND NOT INCLUDES_ANY ([Ticket tags], "no_stats", "closed_by_merge")
THEN
[Ticket ID]
ENDIF

Any tips?

 

Afficher le commentaire · Publication le 14 avr. 2021 · Admin

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Admin a ajouté un commentaire,

CommentaireBuilding reports

Awesome! Thank you.

Afficher le commentaire · Publication le 01 avr. 2021 · Admin

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Admin a ajouté un commentaire,

CommentaireBuilding reports

Does an Answer Bot reply count as a agent First Reply? 

Afficher le commentaire · Publication le 01 avr. 2021 · Admin

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