Pesquisas recentes

Sem pesquisas recentes

Q&A - Reporting and analytics

Ask your questions, engage in discussion, and find solutions related to dashboard building, reports, and sharing.

Nova publicação
Exibir tudo
    Classificar por atividade recente
      First Reply Time & Using Automation to Acknowledge Tickets
      Hello,   I am currently using trigger to automatically send an email to the requester of a newly submitted ticket to ack...

      Publicado 29 de ago. de 2024 · Eric Lau

      0

      Seguidores

      0

      Votos

      0

      Comentários

      Metrics for L1/L2 support model
      Does anyone have any recommendations for metrics they are utilizing for an L1/L2 Support model?  For example, has anyone...

      Publicado 28 de ago. de 2024 · Josh Grabia

      0

      Seguidores

      0

      Votos

      0

      Comentários

      Backend change causing issues?
      I have a bunch of custom metrics that worked up until a day ago. It appears that something on the back end was refactore...

      Publicado 27 de ago. de 2024 · Robert Sutherland

      0

      Seguidores

      0

      Votos

      0

      Comentários

      Calculate the average number of agent comments to solve a ticket
      I'm looking to create a report showing the average number of agent comments required to resolve a ticket, but I'm having...

      Publicado 21 de ago. de 2024 · Allen Lai | Head of CX at Otter.ai

      0

      Seguidores

      0

      Votos

      0

      Comentários

      Number of tickets without a Public Reply from the Requester
      Hello everyone,    We're trying to create a report in ZD Explore that lists the number of tickets without a Public Reply...

      Publicado 13 de ago. de 2024 · Abdulqader Haddad

      2

      Seguidores

      0

      Votos

      2

      Comentários

      Custom metric showing changes in a ticket field
      Respondido
      Hi, I am trying to create a custom metric with the Ticket ID for tickets in which the ticket group changed from "Repara...

      Publicado 12 de fev. de 2020 · Jessica Strozyk

      12

      Seguidores

      0

      Votos

      20

      Comentários

      Count # of Visitors to Knowledge Base
      Respondido
      Hello, I'm hoping to get a sense of how many of our end-users are signing into and accessing our Guide Knowledge Base. ...

      Publicado 21 de jul. de 2021 · Matt Shelley

      13

      Seguidores

      4

      Votos

      8

      Comentários

      Export tickets with subject and description
      Hi there!   Could you please advise how I can export specific tickets? I was able to identify the tickets I'm interested...

      Publicado 06 de ago. de 2024 · Vladimir Gorbunov

      1

      Seguidor

      0

      Votos

      1

      Comentário

      Create a Standard Calculated Attribute based on a specific ticket update
      I notice that when an agent puts themselves on “Unavailable” using the Out of Office app, it adds the tag “agent_ooo” to...

      Publicado 08 de ago. de 2024 · Allen Lai | Head of CX at Otter.ai

      0

      Seguidores

      0

      Votos

      0

      Comentários

      Are outbound emails included in the computation of FRT?
      Hi,   How can we exclude outbound emails when computing FRT?

      Publicado 22 de jul. de 2024 · Mark Ikalina

      2

      Seguidores

      0

      Votos

      1

      Comentário