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Q&A - Reporting and analytics
Ask your questions, engage in discussion, and find solutions related to dashboard building, reports, and sharing.
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Hello, I am currently using trigger to automatically send an email to the requester of a newly submitted ticket to ack...
2024년 8월 29일에 게시됨 · Eric Lau
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Does anyone have any recommendations for metrics they are utilizing for an L1/L2 Support model? For example, has anyone...
2024년 8월 28일에 게시됨 · Josh Grabia
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I have a bunch of custom metrics that worked up until a day ago. It appears that something on the back end was refactore...
2024년 8월 27일에 게시됨 · Robert Sutherland
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I'm looking to create a report showing the average number of agent comments required to resolve a ticket, but I'm having...
2024년 8월 21일에 게시됨 · Allen Lai | Head of CX at Otter.ai
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Hello everyone, We're trying to create a report in ZD Explore that lists the number of tickets without a Public Reply...
2024년 8월 13일에 게시됨 · Abdulqader Haddad
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Hi, I am trying to create a custom metric with the Ticket ID for tickets in which the ticket group changed from "Repara...
2020년 2월 12일에 게시됨 · Jessica Strozyk
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Hello, I'm hoping to get a sense of how many of our end-users are signing into and accessing our Guide Knowledge Base. ...
2021년 7월 21일에 게시됨 · Matt Shelley
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Hi there! Could you please advise how I can export specific tickets? I was able to identify the tickets I'm interested...
2024년 8월 06일에 게시됨 · Vladimir Gorbunov
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I notice that when an agent puts themselves on “Unavailable” using the Out of Office app, it adds the tag “agent_ooo” to...
2024년 8월 08일에 게시됨 · Allen Lai | Head of CX at Otter.ai
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Hi, How can we exclude outbound emails when computing FRT?
2024년 7월 22일에 게시됨 · Mark Ikalina
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