My FCR calculation formula is as below
Total Solved Tickets without user repeat visiting / Total Solved Tickets.
How to define Repeat Visiting?
E.g, user created one ticket then agent replied with query of more information, and user visited in next day to update information, then agent replied with solution and solve it and close it.
Is there any function in ZD to define this kind of tickets?
I tried like below, but it does not work.
([Changes - Field name]="status"
AND [Changes - Previous value]!="solved"
AND ([Changes - New value]="solved" OR [Changes - New value]="closed")
AND ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed")
and ([Comment present] = TRUE AND [Updater role] = "End-user")
THEN [Ticket ID]
Can someone help me?
Por favor, entrar para comentar.