최근 검색


최근 검색 없음

Kelly Janssen's Avatar

Kelly Janssen

가입한 날짜: 2023년 12월 12일

·

마지막 활동: 2024년 8월 07일

팔로잉

0

팔로워

1

총 활동 수

6

투표 수

0

플랜 수

3

활동 개요

님의 최근 활동 Kelly Janssen

Kelly Janssen님이 에 댓글을 입력함

댓글Explore recipes

I followed the steps for “Calculating how long tickets sit with their last support group” but would like to remove any time the ticket was “pending” or “on-hold” from the resolution time as our agents for time spent waiting for others. Is there a way to update the calculation to handle this?

댓글 보기 · 2024년 8월 07일에 게시됨 · Kelly Janssen

0

팔로워

0

투표 수

0

댓글


Kelly Janssen님이 에 댓글을 입력함

댓글Explore recipes

We move tickets internally between support groups. I'm trying to track the number of tickets assigned to Group 3 vs the number of those tickets solved by Group 3 each week. 

 

Ideally, a table in a format like:
Week                         Tickets assigned to group 3 (5/20-5/24)      Tickets solved by group 3 (that were assigned 5/20-5/24)

5/20-5/24                         10                                                                                                 8

 

The part I'm having the most difficulty with is filtering both the # of tickets assigned and the # of tickets solved to only count tickets with a group assignment date in within the week. So, if a ticket is assigned to group 3 from 5/20-5/24 it's included in the “assigned to group” metric and then either counted as solved or not solved. I don't want the solved column to look at tickets solved between 5/20-5/24 if they were assigned to our group in an earlier week. Hopefully that makes sense and someone can help!

댓글 보기 · 2024년 5월 23일에 게시됨 · Kelly Janssen

0

팔로워

0

투표 수

0

댓글


Kelly Janssen님이 에 댓글을 입력함

댓글Measuring success

I can see where Group SLAs can be set using either Business Hours or Calendar Hours - if we have multiple schedules setup (e.g. each department has slightly different hours) can we define Group SLAs by schedule? If not, what schedule is used to define the Business Hours selection?

댓글 보기 · 2023년 12월 12일에 게시됨 · Kelly Janssen

0

팔로워

0

투표 수

0

댓글