Remove the counts of call records within report

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4 댓글

  • Brett - Community Manager
    댓글 작업 고유 링크

    Hi Linda-SI,

    What metrics are you using within your report that's including call records? Are you referring to the Length of the phone call or the call recording itself. Any chance you could provide a screenshot of the report you're referencing that is including these call records?

    Thanks!

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  • Linda-SI
    댓글 작업 고유 링크

    Hi Brett,

    Thank you so much for your help.

    Once our customer service replied to our customers, the response will be counted. We can set performance standards based on the number of customer service's responses, or at the beginning of each month we need to check the number of customer responses throughout the last whole month to calculate their performance, but you can see the picture I sent, the phone record is also displayed in a reply from the customer service. This will directly affect the number of replies, so we want to remove the phone record, not recorded in the number of replies.

    Hope this will be helpful.

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  • Linda-SI
    댓글 작업 고유 링크

    Hi, anything update?

    0
  • Brett - Community Manager
    댓글 작업 고유 링크

    Hi Linda,

    Sorry for the delayed response!

    It looks like if you add the Ticket Update Via attribute to your filter you can then filter out the Phone call inbound and Phone call outbound channel.

    Let me know if that doesn't get you the results you're looking for :)

    0

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