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Christophe Tiraboschi

가입한 날짜: 2021년 4월 14일

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마지막 활동: 2025년 1월 29일

Zendesk Customer Care

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님의 최근 활동 Christophe Tiraboschi

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댓글Explore recipes

Hi folks!

Sandra de Jong,
1. You could create a calculated attribute that returns the timestamp of when the ticket was assigned to this group:

IF ([Changes - Field name]="group_id") AND ([Changes - Previous value]!=[Ticket group] AND [Changes - Previous value]!=NULL) 
THEN [Update - Timestamp]
ENDIF

Then make a time difference between that timestamp and now in a calculated metric:

DATE_DIFF(NOW(),[your attribute],"nb_of_hours")

I would recommend testing the result of this metric on a couple of tickets before trusting it blindly to make sure it works as expected.

You can find more information about the DATE_DIFF functions in this article if you want to adapt it to your needs:

2. You can just use NULL to exclude or include all possible values. For instance:

IF ([Changes - Field name]="Your field")
AND ([Changes - Previous value] != NULL) AND ([Changes - New value] = NULL)
THEN VALUE(Field changes time (min))
ENDIF

Basically, we measure the time for which the ticket field did not have a NULL value. Once again, please test this metric for a couple of tickets to make sure it works according to your expectations.

 

Zaryab Khan, I cannot see a workaround for reporting on this during business hours. The initial metric Field changes time (min)) only uses calendar hours. We cannot even create a calculated metric as a workaround, since the functions that measure time cannot exclude specific ranges of hours:

I am sorry I could not provide better news.

 

Jordan Means, I think this is doable. You could create a calculated attribute using the DATE_FIRST function to capture the timestamp of the first time the status changes from Open to something else. Then, you could create a calculated metric that measures the time between the ticket creation and the timestamp returned by your attribute. Something like:

DATE_DIFF([your calculated attribute],[Ticket created - Timestamp],"nb_of_minutes")

You can find more information about the DATE_FIRST function and the DATE_DIFF functions in those articles:

I hope this helps!

댓글 보기 · 2023년 4월 10일에 편집됨 · Christophe Tiraboschi

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댓글Using content publishing flows
Hi Chris,
 
Groups are more of a Support concept than a Guide one, so the Guide: Team Publishing dataset is not built this way.
As a workaround, you can create an attribute to break agents into different teams of your choosing. This grouped attribute would need to be computed from the Agent name attribute. 
You can find more information on how to proceed in this article:
 
I hope this helps!

댓글 보기 · 2023년 4월 10일에 게시됨 · Christophe Tiraboschi

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댓글Customer service best practices and recipes
Hi Jullian,
 
Triggers cannot impact the first reply time as the messages sent this way are not considered messages from agents.
Only an agent's public reply can stop this metric. In the context of an SLA, if there is no reply but the ticket is solved, the metric is fulfilled.
The status of the ticket does not affect the way this is measured.
 
You can find more details on how exactly the FRT works in this article:
 
I hope this helps! Please let me know if you have any questions.

댓글 보기 · 2023년 4월 10일에 게시됨 · Christophe Tiraboschi

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커뮤니티 댓글 Q&A - Reporting and analytics
Hi Gan,
 
I cannot replicate this situation when I build a similar report.
It is hard to say why this happens in your case without having a look at the report and its parameters.
 
I'll reach out to you in a separate ticket so we can further investigate.

댓글 보기 · 2023년 4월 10일에 게시됨 · Christophe Tiraboschi

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Christophe Tiraboschi님이 에 문서를 만듦

문서리포팅 및 애널리틱스 관련 도움말

질문

Explore의기본 Support 대시보드에서 첫 번째 응답 시간 중간값이 전체 해결 시간 중간값보다 더 높은 이유는 무엇인가요?

답변

이러한 보고서에 동일한 날짜 필터가 적용되어 있지 않기 때문에 이러한 상황이 발생합니다. 첫 번째 응답 시간보고서 중간값은티켓 만듦 - 날짜속성에서 필터링되는 반면,전체 해결 시간보고서 중간값은티켓 해결됨 - 날짜속성에서 필터링됩니다. 따라서 두 보고서에서 분석되는 동일한 티켓 집합이 아닙니다.

예를 들어 대시보드의 시간 필터를지난주로 설정했다고 가정해 보겠습니다. 첫 번째 응답 시간의 중간값은 지난주에만들어진모든 티켓을 계산하는 반면,전체 해결 시간의 중간값은 티켓이 지난주 전에 만들어졌더라도 지난주에해결된 모든 티켓을 계산합니다. 두 보고서를 직접 비교할 수는 없습니다.

자세한 내용은 Explore 사용법: 대시보드 필터에 대해 알아보기

번역 고지 사항: 본 문서는 콘텐츠에 대한 기본적인 이해를 제공하기 위해 자동 번역 소프트웨어를 사용하여 번역되었습니다. 정확한 번역을 제공하고자 합당한 노력을 기울였으나 Zendesk는 번역의 정확성을 보장하지 않습니다.

번역된 문서에 포함된 정보의 정확성과 관련하여 질문이 있으시면 문서의 공식 버전인 영문 버전을 참조하시기 바랍니다.

2022년 10월 04일에 편집됨 · Christophe Tiraboschi

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커뮤니티 댓글 Feedback - Help Center (Guide)

Hi Everyone,

As a workaround, here is a piece of Javascript to order attachements by alphabetical order on the front-end of an article:

const reorder = () => {
const frag = document.createDocumentFragment();
const list = document.querySelector(".attachments");
const items = list.querySelectorAll("li");
const sortedList = [...items].sort((a, b) => {
const c = a.textContent,
d = b.textContent;
return c < d ? -1 : c > d ? 1 : 0;
});
for (const item of sortedList) {
frag.appendChild(item);
}
list.appendChild(frag);
}

reorder()

You can use this code in the script.js file of your theme, ideally just before the last closing bracket.

If you have a custom theme, please double check that the

    tag listing the attachements has still the class "attachements". You can find it in the article_page.hbs file at the line 96 in the default theme (see screenshot attached). If the name of the class was changed, you would need to adjust the third line of the snippet provided above by replacing "attachements" with the new class name.

댓글 보기 · 2022년 8월 02일에 편집됨 · Christophe Tiraboschi

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댓글Reporting and analytics for help center
Hi Geerten,
 
I am going to open a ticket with you so we can investigate this further.
 
You will receive an email shortly.

댓글 보기 · 2022년 3월 02일에 게시됨 · Christophe Tiraboschi

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댓글Performing calculations
Hi Casey,
 
I will create a ticket on your behalf so we can investigate this. 
 
Thank you for bringing this to our attention.

댓글 보기 · 2021년 12월 31일에 게시됨 · Christophe Tiraboschi

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커뮤니티 댓글 Q&A - Reporting and analytics
Hi Wakao,
 
If by spend time, you mean the update handling time, I recommend the article below that can give ideas on how to use this metric. There is also a step by step guide in case this metric is not created yet in your account:
 
If we tweak the Example 2 of this article, we can see the number of tickets and the average handling time for this year and the previous one:
 

 
 
Regarding including the field over time periods in this query, I am not sure what works best as it depends of the very nature of the field and how you use it.
 
Could you please share a bit more details on how this field is integrated in your workflow?
 
If the information you need to provide are too private to share here, feel free to open a ticket with us. The process is explained in this article:

댓글 보기 · 2021년 12월 30일에 게시됨 · Christophe Tiraboschi

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댓글Explore recipes
Hi Trupti,
 
This is possible.
 
After following the recipe of the article, you can create a Group attribute with the value of the First Reply time brackets attribute to get only the 0-1h value and all the other values grouped together.
You can find more information about Groups in this article:
 
You should have something like this:
 

Now, when we use this attribute instead of the classic First reply time brackets, we have the following values:
 

 
So if you exclude the NULL and No replies value, you will have the tickets with a reply time of 60 minutes or less and the ones with a reply time over 60 minutes.
 
Then you can use the attribute Ticket created - Date to see this for each day. In the example below, I used a table for visualization but you can adapt this to your needs:
 

 
I hope this helps.

댓글 보기 · 2021년 12월 29일에 게시됨 · Christophe Tiraboschi

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