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Alfredo Iglesias

가입한 날짜: 2023년 6월 28일

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마지막 활동: 2024년 11월 06일

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님의 최근 활동 Alfredo Iglesias

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게시물 Feedback - Reporting and analytics (Explore)

Hi all!

 

Do you know how to create a report/metric that shows:

 

How long does it typically take for other teams to respond to a requester when a ticket has been reassigned from the initial Ticket Group to other Ticket Groups (e.g., Technical Support, Benefits, etc.)?

 

This timeframe would be measured from the moment the ticket is reassigned to the external team until the first direct response is provided to the requester (excluding any internal communications).

 

Thanks in advance!

2024년 11월 06일에 게시됨 · Alfredo Iglesias

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댓글Building reports

Hi! I have noticed that the daily average of tickets goes for the population of tickets created and not the total of days in the week. 

 

Let's say that we received 1 ticket daily from Monday to Sunday, which is an average of 1 since 7/7 = 1. 

 

But if we did not receive any tickets on Sunday, then I see that it's divided by 6, so 6/6=1, which I believe should be 6/7 = .85.

 

Are you planning to change this, or do you have different metrics?

 

Please let me know if I am missing something.

댓글 보기 · 2024년 10월 17일에 게시됨 · Alfredo Iglesias

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커뮤니티 댓글 Q&A - Reporting and analytics

Hi! Do you know if there is an update on this?

댓글 보기 · 2024년 10월 07일에 게시됨 · Alfredo Iglesias

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댓글Building reports

Hi team! Is it possible to give access to assignees to my dataset? So they can see the reports and edit them, but others cannot see them?

댓글 보기 · 2024년 7월 15일에 게시됨 · Alfredo Iglesias

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댓글Measuring success

Hey! When a ticket is reassigned to another agent from the same Ticket Group, does the SLA Metric Agent Work Time starts again?

 

Thanks in advance!

댓글 보기 · 2024년 6월 17일에 게시됨 · Alfredo Iglesias

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Hi! Did you find any solution to this?

 

I believe one way to do this, is by using Explorer with the Update - Timestamp field and then filtering in a LOD kind using only the max value but not sure if someone achieved this. While it is not live view (1 hour delay).

댓글 보기 · 2024년 6월 10일에 게시됨 · Alfredo Iglesias

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댓글How to create and update reports

Are the changes that I am doing in the preview also seen by other people managing the report? Or each preview is different for each person?

댓글 보기 · 2023년 10월 04일에 게시됨 · Alfredo Iglesias

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댓글Creating dashboards

Hi! 

Does the "Link Data Filters" function work with "Sets"/"Groups" I have a group with all the values that need to be replicated and the Link does not work. I tried working with the main field "Assignee Name" and the link worked.

Can you explain to me if this is a supposed behavior, as when I filter for the Group created, the "Link Data Option" is available.

댓글 보기 · 2023년 9월 05일에 게시됨 · Alfredo Iglesias

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커뮤니티 댓글 Feedback - Reporting and analytics (Explore)

Do you know if this got a solution? 

댓글 보기 · 2023년 9월 03일에 게시됨 · Alfredo Iglesias

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커뮤니티 댓글 Feedback - Reporting and analytics (Explore)

Do you know if this got fixed?

댓글 보기 · 2023년 9월 02일에 게시됨 · Alfredo Iglesias

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