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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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      Request for CSAT Feature Enhancement: Enable Satisfaction Surveys via Help Center
      We have integrated Zendesk’s help center into our app via the Zendesk SDK, and the majority of our customer interactions...

      Data ultimo post: 06 ago 2024 · Nicholas Kerr

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      Average tickets worked by agents from a specific group
      Hello everyone!   One of crucial metrics that my company needs to report on involves an average number of tickets that w...

      Data ultimo post: 02 ago 2024 · Kat

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      Reopened Tickets time track
      Con risposta
      Hi Is there any way to report on the time duration(in mins) the ticket sits in solved state before its reopened? Thank...

      Data ultimo post: 22 lug 2022 · Prerana Jawalkar

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      How can I track Agent Work Time in Explore?
      Con risposta
      I am currently tracking agents based on Requester Wait Time. However, this includes on-hold time, which is with our deve...

      Data ultimo post: 15 giu 2022 · Steve Morrell

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      Number of tickets created during the weekend
      Con risposta
      Hi everyone   Objective: Build a report to see the total number of new tickets being created during Saturday and Sunday ...

      Data ultimo post: 16 lug 2024 · Vemmal Naratharagan

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      Comparing metrics to previous period
      Con risposta
      Hi community friends 👋 I created a query to compare tickets created last month to tickets created the previous month. ...

      Data ultimo post: 30 giu 2020 · Hannah Voice

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      Measuring the time of Outbound Not Answered
      Is it possible to drill down into the outbound not answered metric, to see how much time was spent waiting for outbound ...

      Data ultimo post: 17 lug 2024 · Howard W

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      How to create a report with the initial setup of a ticket? I
      I want to know how to create a report with the initial setup information of an ticket.Such as Brand:Requester:Service Ch...

      Data ultimo post: 28 giu 2024 · Vinicius Henrique da Silva

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      Explore - How to regroup low values
      Hi, I've made a report which does count the number of tickets per values of an attribute. There's a lots of low values l...

      Data ultimo post: 03 lug 2024 · Nicolas Monchaux

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      Explore - How to calculate article upvotes / all votes
      Hey, we want to measure the article upvotes in guide divided all article votes, so that we have a percentage to measure ...

      Data ultimo post: 09 lug 2024 · Johannes Garske

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