Bruno Muniz

If you want to add a tag to a checkbox field that does not have a tag already in it, then you won't be able to use automations to add a tag, since a requirement for the use of checkboxes in automations and triggers is the checkbox already having a tag. :)

A few suggestions:

• Show me the top 10 agents with most solved tickets last month in a bar graph.
• Which categories are the ones with the lowest customer satisfaction score this year ?
• Make a comparison between category and full resolution time for the last quarter.
• What is the percentage of tickets created last week that are still unsolved ?
• Which groups have the most open and new tickets right now ? 
• Show me a table graph indicating which hours of the day are the ones with the most number of agent updates for the last 6 months.
• Make a line graph showing my first reply time in business hours per week for the last 12 weeks.
• Excluding tickets with zero agent public comments, what is my one-touch tickets percentage for the last year, show a column graph month by month.
• Show me the percentage of calls accepted within 20 seconds in the past 3 months.
• How many calls were abandoned yesterday ?
• Show how many inbound calls each talk line received last week in a treemap graph.
• Is my call duration increasing or decreasing when comparing this year versus last year ?
• Show me a table of all current unsolved tickets in group XXXXX, listing: ticket ID, status, assignee name, subject, ticket creation date, ticket update date and unsolved ticket age in hours.