Jay Gianan

Hi @..., do we have an ETA as of yet? Thanks!

+1

Hello team, any news on this feature? Thanks!

Hi Dane, 

Thanks for your response. I did open a ticket on this and was able to find out that the calculation of Update Handle time exclude Nulls or tickets that has no handle time. That's why when I did the previous calculation "HANDLE TIME / TICKETS HANDLED" it doesn't match. Excluding the tickets from the calculation that has no handle time gave me the exact result.

So the correct calculation is
Handle Time / Tickets with Handle time

Hi, 

I did try to check and verify the numbers on the Ticket assignments. I noticed the following:

• This report doesn't count the ticket assigns on agents that have not touched the ticket. 
• This report doesn't count how many tickets where assigned to agents via Routing App

Ex. I have agent A where ticket was assigned to initially via Routing App, then due to no action, ticket was assigned to agent B via Playlist. When I pulled reporting, the assignment to agent A doesn't show.

The way the data shows appears this counts the number of tickets "assigned by" not "assigned to", given that it only counts the number of tickets assigned by agents to themselves (via playlist or tickets initially created/assigned to them by themselves -- not sure if includes tickets assigned to them when they directly cared for a ticket without manually assigning it to themselves [still checking on this]), but not tickets assigned by other users to the agents. 

I also challenged this discovery by filtering admin roles on the list and it shows number of tickets assigned by admin.

Please note that this roles don't get assigned tickets to them checking on events on tickets.

I'm still hoping to find means how to get how many tickets were assigned to agents. Hoping to find answers soon.

+1

Hello Team, Would like to seek help on different Average Handle time from manual computation

ex. For Agent 1, Average handle time on the "(avg) Update Handling time (sec)" shows 1078.62222 however for manually computing Update Handling time by (sum) Update Handling time (sec)/Tickets Updated = 48538/37 it's giving me 1311.837. Can someone confirm why am I seeing a variance on AVG Handle Time (sec) from Manual computation of handle time?

Hello everyone. Would someone be able to explain the definition of the value below the actual data? *Please see highlighted in yellow

This is how i understand it, so there is a drop of 65 new tickets from the past interval, is that correct? Does it represent variance between the previous data from the current data?

Previous data - current data = Number below the data?

I couldn't find a direct statement defining that information. Please assist.

Hi, This would be a great feature for us, especially we are investigating reasons of high abandons. Hope we can get feedback soon to get this feature in effect.

Hi has this feature been released? If not yet, do we have a target live date?

Can there be an article to state every role responsibility or expectation once feature is enabled? It looks like some articles are mixed. Ex. Agent will have to be responsible to use the app to have the time tracking started. 

I'm still going around trying to understand what happens next after the app is enabled. Multiple back and forth with helpdesk to check what could be causing for the 0/Blank data for total time spent.