I'm currently digging into Explore to build out some dashboards for my company, and have ran into a bit of a wall.
We have a certain set of Enterprise level clients that have a support pattern that is different from other clients. Here's a short breakdown...
- An Enterprise Client calls into Group 1, and a ticket is created and assigned to Group 2 for work to be done.
- Enterprise Agents in Group 2 do the necessary support work, and assign it back to Group 1 for client follow up (Group 1 also solves the ticket).
This creates a situation where the team members in Group 2 are having their solved ticket levels counted at the end of the week, they're much lower than they should be.
My question is if there's a way within Explore (I'm thinking maybe a custom metric), that will allow me to track that ticket once it's reassigned to Group 1 and count its' resolution for the correct member of Group 2?
My workaround is to have agents create "dummy" tickets each time they get a ticket from Group 1 and solve them, but this gets clunky, doesn't allow for time tracking, and our re-opens aren't counted correctly.
Thanks in advance for any help!
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