Hello! This is a big, multi-question ask so I'll try to be as succinct as possible. I am trying to setup Explore to see the total amount of achieved/breached tickets a certain group of agents (5 agents) had over a set period of time.
So, within Zendesk, there are 5 agents that are all labeled in the same group (eg, Group 1); they take special tickets that come in. In our org we have two SLA's created in the business rules setting - "SLA" (for regular agents) and "Group 1 SLA".
In Explore, I have my own query and based it on the "Support: SLAs [default]" - I feel like I've taken initial steps but have hit a wall. I was able to pull up "% achieved/breached SLA tickets" (in Metrics) and "specific agents" (in Rows), but there are still things that I can't choose/filter by:
- specific date ranges (eg, past 7 days, past 30 days, April 1 - May 30)
- Group 1 SLA (under Ticket SLA > SLA Policy name, out of the 2 SLA's we have created the only one visible is "SLA"
I was curious if I am able to use Explore to do what I need or if it's not possible. Thanks!