Alex Zheng
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Dernière activité
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Aperçu des activités
Dernière activité effectuée par Alex Zheng-
Alex Zheng a ajouté un commentaire,
Hey Marco, The average click through rate is calculated as COUNT(Clicks)/COUNT(Searches) with clicks and searches being two separate metrics within the Search dataset. This references any article c...
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Alex Zheng a ajouté un commentaire,
Hey CJ, Thanks for sharing. Internal discussion is being raised as a result of that post on the tickets solved metric. Please bear with us as we work through this issue. Best regards,
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Alex Zheng a ajouté un commentaire,
Hey Bobby, I am thinking you would want to be in the TIcket Updates dataset anyways as I believe this would be the easiest way to account for updater role and all the relevant metrics should be ava...
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Alex Zheng a ajouté un commentaire,
Hey Bobby, I think I follow what you're trying to do. I'm thinking you'll want to add a condition to your metric to include the DATE_DIFF function to filter out tickets that haven't been updated in...
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Alex Zheng a ajouté un commentaire,
Hey David, Let me open up a ticket with you to further investigate.
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Alex Zheng a ajouté un commentaire,
Hey CJ, Thanks for sharing. Were you able to get a negative value for this metric? The ticket solved timestamp should only return a value if the ticket is actually in a solved status so in my testi...
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Alex Zheng a ajouté un commentaire,
Hey Bobby, Can you expand a little bit on your definition of "open workable" and "proactive (outgoing) contact?" I'm assuming by open workable we are referring to tickets that haven't been solved y...
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Alex Zheng a ajouté un commentaire,
Hey Roshni, I will create a ticket with you to go over your specific example.
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Alex Zheng a ajouté un commentaire,
Hey Kate, The agent replies metric measures the number of public replies added to a ticket by an agent so it will not count end user replies. In those articles it sounds like the First Contact Reso...
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Alex Zheng a ajouté un commentaire,
For Francisco, I would check out the article, Why does excluding tags on the filter increase the number of results? You will need to create a custom metric or attribute as described in the Reportin...