Kristin Bouveng

Hi,

We have enabled omni-channel routing and testing it in conjunction with skills based routing and Advanced AI (using intent in the conditions, as example above). In this trigger, we have also added the action to email the Requester and CCs to confirm we have received their request, which is bespoke to the specific intent. 

We also have a standard “Notify requester of received request” trigger, which we don't want to send at the same time, as the requester would then receive 2 notifications. 

To avoid that, we added the tag ‘autotriaged’ that is added on the omni/intent trigger, and also added to the standard trigger to NOT fire if this tag is present.

However, during testing we discovered that intent is not added to the ticket until the first round of triggers have fired, therefore we can't avoid both triggers firing. 

Is there a way to avoid this? 

Thanks

We are looking to implement an additional timestamp in our reporting for when an issue has been fixed, but the ticket cannot yet be solved.

An example would be:

1. Technical issue occur and a ticket is created
2. Work is carried out to fix the issue
3. The technical issue is fixed
4. There are follow up actions to be made by the services team to fully remediate/resolve the issue and its impact it's had
5. Once those actions are completed, the ticket is solved

So in this scenario there are 3 important timestamps: Ticket created, Issue fixed, Ticket solved

This can be achieved by either creating a custom field, which then could be implemented as a custom metric in Explore, to report on the timestamp or time lapsed between these different events. Alternatively Custom Statuses could be implemented to also set a custom timestamp.

However, I have been told it is not currently possible to report on these custom metrics (or custom statuses) in Business Hours, which is a requirement for us as we use business hours for pretty much all our time metrics, and it's how our SLAs are set up in most cases.

I'd like to request the ability to report on custom metrics/statuses timestamps in business hours.

Thanks

Question - is the 'SLA metric breach time' the time from when the SLA was breached until the metric was fulfilled?

For example, First reply time metric in an SLA policy is set to 1 hour. 

1. The ticket comes in at 9 am
2. Not replied to by 10 am so the SLA metric is breached
3. Replied to at 12 pm

Does that make the SLA metric breach time 2 h?

Agree with this - recently had to create a private group for an urgent matter with sensitive information, but we also need agents to access the Suspended view. 

Now admins have to regularly manage the suspended queue, which is not ideal.

Chris Curlett

Could it be because you have the ID in both "Previous value" and "New value"?
I have a similar custom attribute set up (so not as a metric, I use the attribute as a filter in the updates dataset, along with the 'D_COUNT(Updates)' metric) that looks like this: 

IF ([Changes - Field name] = "group_id" AND 
[Changes - Previous value] = "1234567") THEN
TRUE
Else FALSE
ENDIF

I then use the "Update ticket group" in the rows or columns to see specifically which groups tickets were reassigned to. 

Inon Rousso Yes you can exclude specific agents or groups within an SLA policy, by adding the condition "Assignee"/"Group" - Is Not - [Select in dropdown]

CJ Johnson this is awesome! 

Do you know if it's possible to also add business hours calculations to that? So it calculates the business hours as opposed to the calendar hours.

Hi, any detail on whether this is close to being launched? 

Thanks 

This article is great, however you might want to look at the order of the bullet points where you're listing the conditions/actions as they seem to be in the wrong order:

1. Create a trigger with these conditions:
   • Ticket > is > Created
   • Tags > contains at least one of the following > unique_tag

• Under Meets ALL of the following:
• Under Actions, select Assignee > agent_name

Agree on this - it's such a shame you can't change the height of the value, or make it 'responsive' so it automatically makes all values fit on the screen without having to change the size manually. It's not at all apparent that there are more values hiding unless you scroll, and it's not easy to see that it's scrollable either.

When exported, it just truncates it completely.