Tips for Insights reporting (Professional and Enterprise)

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  • Kenny Thom
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    Trying to create a simple graph showing the % of one touch tickets per agent. I can get the number of one touch tickets but want to show that as the % of all the agents solved tickets. Any ideas ?

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  • Chad Dunbar
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    Hey Kenny,

    You'll need to create a custom metric:

    • SELECT # One-Touch Tickets / # Solved Tickets
    • Metric format #,##0.00%

    Then slice by assignee and add date filters as needed. If you want only tickets with a single reply instead of 0 or 1, then use:

    • SELECT ((SELECT #Solved Tickets WHERE [Fact]Ticket Replies =1)) / # Solved Tickets
    • Metric format #,##0.00%
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  • Kenny Thom
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    Thank you

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  • Jessie Schutz
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    Thanks for jumping in to help, Chad!

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  • Jennifer Rowe
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    We have a new Insights recipe tip you might be interested in if you do NPS surveys. Thanks, Andrei!

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  • Jennifer Rowe
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    It's been a while since we had a new Insights tip--but Graeme came through for us and posted a great new reporting tip.

    Check it out!

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  • Sílvia Andrés
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    Hi all,

    Can you tell me how I can mesure the time passed since the creation of the ticket and the Hold State? I need to know the time passed since the ticket creation to one agent put it on hold. Is this possible?

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  • Fernando Duarte
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    I am not sure if this is what you are looking for, but you can create a custom metric like

    save image

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  • Sílvia Andrés
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    Thank you Fernando! I think this query could be modified for:

    select total time spent (min) - (On hold time + resolved + closed) and then it's possible it works! I will try this. 

     

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  • Amy Dee
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    Hi Silva! Hi Fernando! I'd be cautious with metrics like this. They may not be measuring what you expect.

    The Total time spent (min) metric is likely from our Time Tracking recipe, which measures the amount of time agents have the ticket open in the agent interface, regardless of the ticket status. The On Hold time (hrs) [Avg] metric likely captures the total amount of time a ticket is in on-hold status, regardless of whether agents are interacting with it. The two metrics aren't directly related to each other, so it may not make sense to combine them this way.

    If you're interested in seeing the amount of time between ticket creation and the first time a ticket is assigned, or the time between the first ticket assignment and the first time the ticket is set on hold, you'll need to create some custom metrics. We cover custom durations between different types of update here: Insights recipe: Duration between two events in minutes.

    I hope this helps! Happy reporting!

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