How to Count Inbound and Outbound Email Interactions
I've been asked to create a report that shows counts of inbound and outbound e-mail interactions (not just ticket counts) by date and brand, and I thought I could use the Ticket Updates database to generate this report based on the Public Comments and End-User Comments counts, but this doesn't seem to do what I want. Sometimes, I see that an End-User comment is counted even when they never emailed us about a ticket (even when the ticket was created by phone or chat), and sometimes I'm seeing public comment counts exceeding the number of outbound communications by our agents.
Can anyone help me figure this out?
-
Hi pstrauss,
It sounds like you're on the right track for creating this report.
I'm going to open a ticket about this so we can take a better look at what you've created and what's missing from it.
サインインしてコメントを残してください。
1 コメント