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Admin

Data ingresso 16 apr 2021

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Ultima attività 29 ott 2022

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Admin ha commentato,

CommentoWriting formulas

Graeme, you gave me the confidence that it should be working so I took it to another account and it worked fine there. I have submitted a support ticket to resolve. Thank you!

Visualizza commento · Data ultimo post: 15 apr 2021 · Admin

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Admin ha commentato,

CommentoWriting formulas

I am running into issues trying to create custom metrics and excluding tickets that contain certain tags. My metrics work fine before testing for tags, and I have tried using "not contains" as an alternative. I am using d_count and the metrics otherwise works until the tag condition. 

IF IN([Ticket created - Day of week],ARRAY("Monday", "Tuesday","Wednesday","Thursday","Friday","Saturday"))
AND IN([Ticket created - Hour],ARRAY("7", "8", "9", "10", "11", "12","13","14","15"))
AND (SUM(First reply time (min)) > 60)
AND NOT INCLUDES_ANY ([Ticket tags], "no_stats", "closed_by_merge")
THEN
[Ticket ID]
ENDIF

Any tips?

 

Visualizza commento · Data ultimo post: 14 apr 2021 · Admin

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Admin ha commentato,

CommentoBuilding reports

Awesome! Thank you.

Visualizza commento · Data ultimo post: 01 apr 2021 · Admin

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Admin ha commentato,

CommentoBuilding reports

Does an Answer Bot reply count as a agent First Reply? 

Visualizza commento · Data ultimo post: 01 apr 2021 · Admin

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