setup First Reply Time By Event(hr)[ Avg] on Explore report

Coco Chan

2020年12月23日 02:30
編集済み

Hello All,

I'm trying to build a report on Explore on FRT for the first Internal agent reply, can you please help?

When I was using insight report, I was using the formula as below, but not sure how to build the same in Explore

First Reply Time By Event(hr)[ Avg]

SELECT AVG(( SELECT MIN(Ticket updated (minutes))BY Ticket Id WHERE Updater Role IN (Agent, Admin) AND(( Public Comment= true) OR (Public Comment=false)) AND Ticket updated (minutes)> (SELECT MIN(Ticket created at (minutes))BY Ticket Id)) - (SELECT MIN(Ticket created at (minutes))BY Ticket Id)) /60

Regards,

Coco

1 コメント

Graeme Carmichael
- 2020年12月23日 15:05
Community Moderator
Coco

You can create a metric to find the internal comment time since the ticket created easily enough:

But the problem is finding a level of aggregation then the minimum value to pick out the first internal comment.

In Insights, you can use the BY keyword to select the aggregation as you have found.

In Explore, we have result manipulation to find the Bottom values per row or you can do a bottom value as a database query, But is all a bit messy.

I believe this beta programme may help and this may be the best way to address your need.

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