Saxon Clay
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Activité récente par Saxon Clay-
Ewa Kondratowicz - I've been working with a custom metric I created a while ago that calculates in a range how many days an agent sent any ticket replies, it's as close of an approximation of days ...
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Elisabetta CarliYou can do this with three Metrics and the Result Metric Calculation function. ie D_/COUNT(Tickets) D_/COUNT(Reopened Tickets) D_/COUNT(Excluded Tickets) Where "Excluded Tickets" is...
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Edward Drack If each of the macros have their own tags associated to them then I'd approach it like so: Create an Attribute Set (Calculations > Set under Attributes) that includes only the tags you...
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Edward Drack Can you elaborate on what exactly you're trying to accomplish?
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Tim Bechtold You should use DCOUNT(Solved Tickets) instead of COUNT(Tickets) in the calculations. Beyond that though, I'd recommend not using custom metrics for this and instead use Result Metri...
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Ilaria I played around with the pie graph a bit but it seems the standard behavior is to aggregate all your values together (50 tickets) instead of referencing the actual total and I couldn't find ...
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Ilaria Am I understanding correctly that there isn't actually a single "main_tag" in your example, but instead that "main_tag" is a 'base' and there's several possible variations of it? (ie tag_a, ...
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Hey Catalin, Explore has the 'DATE_FIRST' function that you can use in the Updates dataset to get the first internal comment. IF ([Comment present]=TRUEAND [Comment public]=TRUEAND [Updater role] ...
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Hi, Is there any support for "overflow" in Focus Mode? Our incoming chat and call volume tends to be fairly low and so we want to ensure that contacts are routed to somebody who's not already hand...
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@... it's possible it's a syntax issue, I can't tell if the example you provided is actually missing spaces between the tags or if that's just how it pasted. I created a test attribute on my insta...