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Pat Harland-Lee

가입한 날짜: 2021년 4월 16일

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마지막 활동: 2024년 2월 12일

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님의 최근 활동 Pat Harland-Lee

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커뮤니티 댓글 Feedback - Reporting and analytics (Explore)

Absolutely agree! We don't have 24/7 support so calendar hours is not a true reflection of the time an agent was responsible for a ticket compared to our SLAs (which are in business hours)

댓글 보기 · 2022년 8월 10일에 게시됨 · Pat Harland-Lee

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커뮤니티 댓글 Q&A - Reporting and analytics

Heya, just realised it should be "VALUE(Field changes time (min))" instead of "[Ticket ID]", however that only gets calendar hours. How do I get it for Business Hours?

댓글 보기 · 2022년 8월 03일에 게시됨 · Pat Harland-Lee

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커뮤니티 댓글 Q&A - Reporting and analytics

Heya, we need to show (and agents themselves want to see, compared to colleagues) averages for Next Reply Time (not just the time to reply after the client's response to our first reply).

Gab are you able to share an example screenshot of what you mentioned as I had trouble following along and creating it myself. Here's what I've got so far:

댓글 보기 · 2022년 7월 18일에 게시됨 · Pat Harland-Lee

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커뮤니티 댓글 Feedback - Reporting and analytics (Explore)

Hey guys, any update since Q2 has come and gone now?

댓글 보기 · 2022년 7월 08일에 게시됨 · Pat Harland-Lee

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게시물 Feedback - Reporting and analytics (Explore)

Discussed with support who said Explore doesn't currently support this.

When making a report that shows all of our Organizations per region (Y axis) and the month they were created (X axis), if there weren't any Organizations created in the last month on the X axis, it won't show that month at all. It's important for us to show VISUALLY that there are no new Organizations created, otherwise the viewer could think that we just forgot to show the last month and it's our fault.

2022년 7월 07일에 게시됨 · Pat Harland-Lee

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Hi @... I also am still getting the same issue as Joost - messages still open at the bottom of the latest message rather than the top. Is there a setting we have to change?

댓글 보기 · 2022년 3월 29일에 게시됨 · Pat Harland-Lee

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커뮤니티 댓글 Feedback - Voice (Talk)

Karen Hynes We need to be able to report on which users were on which status historically so that we can see who was responsible at the time when a call was missed and went to voicemail (much tougher to monitor this with WFH!)

댓글 보기 · 2021년 12월 01일에 게시됨 · Pat Harland-Lee

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댓글Metrics, attributes, and filters

Actually I found that the answer in How can I include 0 values in Explore reports? worked - I just went to Result Manipulation > Time Axis and checked the box :)

댓글 보기 · 2021년 11월 08일에 게시됨 · Pat Harland-Lee

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댓글How to create and update reports

댓글 보기 · 2021년 11월 08일에 게시됨 · Pat Harland-Lee

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Yes please!

댓글 보기 · 2021년 10월 27일에 게시됨 · Pat Harland-Lee

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