Amy Dee
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アクティビティの概要
Amy Deeさんの最近のアクティビティ-
Amy Deeさんがコメントを作成しました:
Hi Richard! This article is primarily about the native first reply time metric. The metric is recorded with the ticket data in calendar and business hours, regardless of whether an account has SLAs...
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Amy Deeさんがコメントを作成しました:
Hi Jody! For business hours metrics, Zendesk checks the schedule at the time of the relevant update, then calculates the metric accordingly. It doesn't maintain a live timer. For your example, it ...
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Amy Deeさんがコメントを作成しました:
Hi João! Is the "Time Spent Per Update" value coming from the Zendesk Time Tracking app? If so, it can capture the agent's time on the call, but it depends on the workflow. The Time Tracking app ru...
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Amy Deeさんがコメントを作成しました:
Hi Darryll! There isn't a user-facing tool for this process. We need to coordinate with GoodData to run project reloads, since it requires some extra steps on their side. I'm going to create a tick...
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Amy Deeさんがコメントを作成しました:
Hi Ofir! These metrics live in separate datasets in Explore, so you won't see them side by side. In the Tickets dataset, you'll find the "Solved Tickets" metric. It counts tickets in solved or clo...
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Amy Deeさんがコメントを作成しました:
Hi David! Hi Evan! You can do this in Insights with User-Specific Values in a Variable. You'll need to open the GoodData interface for this, since it's not available through the iframe in Zendesk. ...
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Amy Deeさんがコメントを作成しました:
Hi Daniel! A report like this should be possible, but it takes some effort to set up. The keywords THIS, PREVIOUS, and NEXT only apply to time ranges, so you wouldn't be able to use THIS with an at...
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Amy Deeさんがコメントを作成しました:
Hi Cyrille! I think the discrepancies here are coming from two broad sources: First is ticket archiving. After a ticket has been closed for 120 days, it is archived. Archived tickets still exist in...
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Amy Deeさんがコメントを作成しました:
Hi Miguel! This sounds like a textbook case for this recipe: Duration between two events in minutes. That recipe shows you how to identify timestamps for specific ticket events, then find the diffe...
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Amy Deeさんがコメントを作成しました:
Hi Sy! Merged tickets are still counted separately for all calculations and metrics. Zendesk doesn't combine the backend data or remove the merging ticket from the API. For your example, ticket B ...