Elizabeth Churchill
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Activité totale32
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Dernière activité
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Activité récente par Elizabeth Churchill-
Hi, I am trying to determine the talk time and wrap-up time for the month as well as the talk time average and wrap-up time average for the month. I started with this query but when I do a differe...
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I need two metrics 1. the time from when the agent starts talking to the customer to when that call ends 2. the wrap up time how do i extract these datasets? Liz
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Hi, I'm not sure if this is possible. I have pending tickets. I would like to automatically mark these as solved after 7 days if there is no response from the customer. I can do that. I would like ...
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Here is a scenario: The customer calls to ask a question. Many times we need to email information to the customer after the phone call. How would I determine, say for the month, the number of init...
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Hi, I would like to know how many talk tickets are followed up by an email from the agent. How would I do that? Liz
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Hi In your example in the number of voicemail calls (52) included in the inbound calls (415). So is this telling me that of 415 IB calls, 52 of these were directed to voicemail? thanks, Liz
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I too would like the ability to deactivate values in custom fields instead of deleting them. A team member recently updated a field value. I'm guessing that means I cannot get data associated with ...
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Thanks. But I cannot seee Tickets created - Daily average. Here is what I see for choices.
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It does thanks! I have another question. I am trying to determine the average number of tickets created per week per shift over a given time period. I have two shifts created - a day shift 6pm-8a...
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I would like to know how many tickets were created on weekdays (M-F) and weekends (S-S) but I would like the data split between the day shift and the evening shift. I have created a report that sho...