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Q&A - Reporting and analytics

Ask your questions, engage in discussion, and find solutions related to dashboard building, reports, and sharing.

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      First Reply Time & Using Automation to Acknowledge Tickets
      Hello,   I am currently using trigger to automatically send an email to the requester of a newly submitted ticket to ack...

      Data ultimo post: 29 ago 2024 · Eric Lau

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      Metrics for L1/L2 support model
      Does anyone have any recommendations for metrics they are utilizing for an L1/L2 Support model?  For example, has anyone...

      Data ultimo post: 28 ago 2024 · Josh Grabia

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      Backend change causing issues?
      I have a bunch of custom metrics that worked up until a day ago. It appears that something on the back end was refactore...

      Data ultimo post: 27 ago 2024 · Robert Sutherland

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      Calculate the average number of agent comments to solve a ticket
      I'm looking to create a report showing the average number of agent comments required to resolve a ticket, but I'm having...

      Data ultimo post: 21 ago 2024 · Allen Lai | Head of CX at Otter.ai

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      Number of tickets without a Public Reply from the Requester
      Hello everyone,    We're trying to create a report in ZD Explore that lists the number of tickets without a Public Reply...

      Data ultimo post: 13 ago 2024 · Abdulqader Haddad

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      Custom metric showing changes in a ticket field
      Con risposta
      Hi, I am trying to create a custom metric with the Ticket ID for tickets in which the ticket group changed from "Repara...

      Data ultimo post: 12 feb 2020 · Jessica Strozyk

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      Count # of Visitors to Knowledge Base
      Con risposta
      Hello, I'm hoping to get a sense of how many of our end-users are signing into and accessing our Guide Knowledge Base. ...

      Data ultimo post: 21 lug 2021 · Matt Shelley

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      Export tickets with subject and description
      Hi there!   Could you please advise how I can export specific tickets? I was able to identify the tickets I'm interested...

      Data ultimo post: 06 ago 2024 · Vladimir Gorbunov

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      Create a Standard Calculated Attribute based on a specific ticket update
      I notice that when an agent puts themselves on “Unavailable” using the Out of Office app, it adds the tag “agent_ooo” to...

      Data ultimo post: 08 ago 2024 · Allen Lai | Head of CX at Otter.ai

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      Are outbound emails included in the computation of FRT?
      Hi,   How can we exclude outbound emails when computing FRT?

      Data ultimo post: 22 lug 2024 · Mark Ikalina

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