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Antonio King

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  • Am I blind?

    Hoping that's the case as it's proving difficult to find a pretty simple metric. I'm trying to figure out which metric will show me the number of replies (sent emails) per hour over whatever specif...

  • Forecasting ticket staffing

    Curious to know what formula others are using to forecast email staffing when you want to include SLAs? IE, if we get 200 emails in this hour with the desired SLA of 5 hours, what staffing requirem...

  • Time to Resolution by Reason

    Hey all,   Looking to build a report on Time to Resolution by reason, which essentially allow me to look at tickets in different status (the life cycle). I need the ability to create time spent in ...

  • Please tell me this isn't the case

    回答済み

    Looking to listen to some calls on older tickets for training, but it doesn't appear as if the audio player wants to function, and coincidentally the ticket status was closed. However, I listened t...

  • What's the difference?

    Hi there, I'm a bit lost, and hoping maybe someone can clarify the the benefits of learning the median timed metrics, vs the averages of metrics. IE, what is the benefit of tracking the median full...

  • Open Cases by Employee

    I'm trying to get a view of open cases by employee dating back to the week prior. I'm having some difficulty creating this type of graph. Here's what I'm selecting:  WHAT: #Open Tickets, [Biz Hours...