How can I find the percentage of responses from agents that are within 2 business days?

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2 Comentários

  • Chandra Robrock
    Community Moderator

    Hi Sarina!

    For this type of report, you'll likely need to create a Standard Calculated Attribute that defines what a business day looks like for your specific organization.

    For instance, if 1 business day = 8 business hours, you could create a Standard Calculated Attribute that looks similar to the below:

    IF (VALUE(First reply time - Business hours (hrs)) <= 16)
    THEN "0-2 business days"
    ELIF (VALUE(First reply time - Business hours (hrs)) > 16)
    THEN ">2 business days"
    ELSE " No replies"
    ENDIF

    From there, simply select this new Standard Calculated Attribute as the Column, Tickets as the Metric, filter this report for the month of September, as well as select the desired Visualization Type (a pie chart will easily show you the percentages, but other visualization types could work as well). Hope that helps!

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  • Sarina

    This is exactly what I was looking for - thanks so much!

    0

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