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Ron Stuckey
Data ingresso 15 apr 2021
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Ultima attività 27 ott 2021
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Ultima attività di Ron Stuckey
Ron Stuckey ha commentato,
Adding a little more info. We are ultimately looking to capture %SLA Achieved for different support groups. I will pull %SLA Achieved, %SLA Breached but need to look at it on a last week basis. This is for leadership weekly reporting
Visualizza commento · Data ultimo post: 08 apr 2021 · Ron Stuckey
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Ron Stuckey ha creato un post,
I need to look at SLA metrics with an EVENT date. In Insights I used Week (Sun-Sat)/year (Event)
How can I do this in Explore?
Data ultimo post: 08 apr 2021 · Ron Stuckey
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Ron Stuckey ha commentato,
From Insights I am currently using
% FCR
Number Format #,##0.00%
Details:
SELECT # of FCR tickets / (SELECT # Solved Tickets)
# of FCR tickets
SELECT # Solved Tickets WHERE Resolution Time < 2
Visualizza commento · Data ultimo post: 30 dic 2020 · Ron Stuckey
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Ron Stuckey ha creato un post,
I need to find a way to capture % First Contact Resolution < 2 hrs ( tickets solved within 2 hours) for my agents and teams. We do it in Insights by a metric that counts all tickets with full resolution time less than 2 hours and then finding the percentage of tickets created. How can I do this in Explore.
Data ultimo post: 30 dic 2020 · Ron Stuckey
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Ron Stuckey ha commentato,
"In my next tip, I will tell you how to receive (through Triggers!) email notifications when these unsatisfied clients become satisfied clients."
Has the next tip been published?" I really need to see the effectiveness of our efforts to follow-up.
Visualizza commento · Data ultimo post: 11 giu 2014 · Ron Stuckey
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