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Alfredo Iglesias
Adhésion le 28 juin 2023
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Dernière activité le 06 nov. 2024
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Alfredo Iglesias a créé une publication,
Hi all!
Do you know how to create a report/metric that shows:
How long does it typically take for other teams to respond to a requester when a ticket has been reassigned from the initial Ticket Group to other Ticket Groups (e.g., Technical Support, Benefits, etc.)?
This timeframe would be measured from the moment the ticket is reassigned to the external team until the first direct response is provided to the requester (excluding any internal communications).
Thanks in advance!
Publication le 06 nov. 2024 · Alfredo Iglesias
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Alfredo Iglesias a ajouté un commentaire,
Hi! I have noticed that the daily average of tickets goes for the population of tickets created and not the total of days in the week.
Let's say that we received 1 ticket daily from Monday to Sunday, which is an average of 1 since 7/7 = 1.
But if we did not receive any tickets on Sunday, then I see that it's divided by 6, so 6/6=1, which I believe should be 6/7 = .85.
Are you planning to change this, or do you have different metrics?
Please let me know if I am missing something.
Afficher le commentaire · Publication le 17 oct. 2024 · Alfredo Iglesias
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Alfredo Iglesias a ajouté un commentaire,
Hi! Do you know if there is an update on this?
Afficher le commentaire · Publication le 07 oct. 2024 · Alfredo Iglesias
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Alfredo Iglesias a ajouté un commentaire,
Hi team! Is it possible to give access to assignees to my dataset? So they can see the reports and edit them, but others cannot see them?
Afficher le commentaire · Publication le 15 juil. 2024 · Alfredo Iglesias
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Alfredo Iglesias a ajouté un commentaire,
Hey! When a ticket is reassigned to another agent from the same Ticket Group, does the SLA Metric Agent Work Time
starts again?
Thanks in advance!
Afficher le commentaire · Publication le 17 juin 2024 · Alfredo Iglesias
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Alfredo Iglesias a ajouté un commentaire,
Hi! Did you find any solution to this?
I believe one way to do this, is by using Explorer with the Update - Timestamp
field and then filtering in a LOD kind using only the max value but not sure if someone achieved this. While it is not live view (1 hour delay).
Afficher le commentaire · Publication le 10 juin 2024 · Alfredo Iglesias
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Alfredo Iglesias a ajouté un commentaire,
Are the changes that I am doing in the preview also seen by other people managing the report? Or each preview is different for each person?
Afficher le commentaire · Publication le 04 oct. 2023 · Alfredo Iglesias
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Alfredo Iglesias a ajouté un commentaire,
Hi!
Does the "Link Data Filters" function work with "Sets"/"Groups" I have a group with all the values that need to be replicated and the Link does not work. I tried working with the main field "Assignee Name" and the link worked.
Can you explain to me if this is a supposed behavior, as when I filter for the Group created, the "Link Data Option" is available.
Afficher le commentaire · Publication le 05 sept. 2023 · Alfredo Iglesias
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Alfredo Iglesias a ajouté un commentaire,
Do you know if this got a solution?
Afficher le commentaire · Publication le 03 sept. 2023 · Alfredo Iglesias
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Alfredo Iglesias a ajouté un commentaire,
Do you know if this got fixed?
Afficher le commentaire · Publication le 02 sept. 2023 · Alfredo Iglesias
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