Recherches récentes
Pas de recherche récente

Kelly Janssen
Adhésion le 12 déc. 2023
·
Dernière activité le 07 août 2024
Suivis
0
Abonné
1
Activité totale
6
Votes
0
Abonnements
3
APERÇU DES ACTIVITÉS
BADGES
ARTICLES
PUBLICATIONS
COMMENTAIRES DE LA COMMUNAUTÉ
COMMENTAIRES SUR L’ARTICLE
APERÇU DES ACTIVITÉS
Dernière activité effectuée par Kelly Janssen
Kelly Janssen a ajouté un commentaire,
I followed the steps for “Calculating how long tickets sit with their last support group” but would like to remove any time the ticket was “pending” or “on-hold” from the resolution time as our agents for time spent waiting for others. Is there a way to update the calculation to handle this?
Afficher le commentaire · Publication le 07 août 2024 · Kelly Janssen
0
Abonnés
0
Votes
0
Commentaire
Kelly Janssen a ajouté un commentaire,
We move tickets internally between support groups. I'm trying to track the number of tickets assigned to Group 3 vs the number of those tickets solved by Group 3 each week.
Ideally, a table in a format like:
Week Tickets assigned to group 3 (5/20-5/24) Tickets solved by group 3 (that were assigned 5/20-5/24)
5/20-5/24 10 8
The part I'm having the most difficulty with is filtering both the # of tickets assigned and the # of tickets solved to only count tickets with a group assignment date in within the week. So, if a ticket is assigned to group 3 from 5/20-5/24 it's included in the “assigned to group” metric and then either counted as solved or not solved. I don't want the solved column to look at tickets solved between 5/20-5/24 if they were assigned to our group in an earlier week. Hopefully that makes sense and someone can help!
Afficher le commentaire · Publication le 23 mai 2024 · Kelly Janssen
0
Abonnés
0
Votes
0
Commentaire
Kelly Janssen a ajouté un commentaire,
I can see where Group SLAs can be set using either Business Hours or Calendar Hours - if we have multiple schedules setup (e.g. each department has slightly different hours) can we define Group SLAs by schedule? If not, what schedule is used to define the Business Hours selection?
Afficher le commentaire · Publication le 12 déc. 2023 · Kelly Janssen
0
Abonnés
0
Votes
0
Commentaire