Kristel

+1 how can you remove the option for PDF format? This should be added asap!

Hi Brett,

Thanks, the link now works.

Cheers,

Kristel

I would love to read the article: How to use your brand's logo on multibrand email template - contributed by Suzana Bueno, but when i click the link it says: You're not authorized to access this page

Hi Dave, in the meantime i found how to change the metric to median. Thanks for the suggestion.

I have one more question. 

Which attribute is best to use regarding time? Is that Ticket Update, Ticket Solved or Ticket last updated?

Hi Dave,

Thanks for your reply and apologies for my late response. 

How can i adjust my metrics to make a Median Handle Time? I created a standard calculated metric for Ticket Handling Time:
VALUE(Total time spent (sec))/60

And Update Handling time:
IF ([Changes - Field name] = "Total time spent (sec)") 
THEN 
IF ([Changes - Previous value]=NULL)
THEN NUMBER([Changes - New value])/60
ELIF (REGEXP_MATCH([Changes - New value], "[0-9]+") AND REGEXP_MATCH([Changes - Previous value], "[0-9]+"))
THEN(NUMBER([Changes - New value])-NUMBER([Changes - Previous value]))/60
ENDIF
ENDIF

Thanks!

Hi,

I'm wondering what the best way is to measure Agent Productivity. We want to know how many tickets an agent handIed per hour and the Average Handling Time per ticket/agent.

I created metrics for Ticket Handling Time and Update Handling time. Right now i use the AVG Ticket Handling Time to monitor the daily performance.  I notice that the Ticket Handling Time increases in time. I also see almost 2 minutes of difference between Ticket Handling and Update Handling time. Please advise, thanks!

Kristel

+1, we also need this, Is there some news already?