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Pat Harland-Lee

Entrou em 16 de abr. de 2021

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Última atividade em 12 de fev. de 2024

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Atividade mais recente por Pat Harland-Lee

Pat Harland-Lee comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

Absolutely agree! We don't have 24/7 support so calendar hours is not a true reflection of the time an agent was responsible for a ticket compared to our SLAs (which are in business hours)

Exibir comentário · Publicado 10 de ago. de 2022 · Pat Harland-Lee

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Pat Harland-Lee comentou,

Comentário na comunidade Q&A - Reporting and analytics

Heya, just realised it should be "VALUE(Field changes time (min))" instead of "[Ticket ID]", however that only gets calendar hours. How do I get it for Business Hours?

Exibir comentário · Publicado 03 de ago. de 2022 · Pat Harland-Lee

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Pat Harland-Lee comentou,

Comentário na comunidade Q&A - Reporting and analytics

Heya, we need to show (and agents themselves want to see, compared to colleagues) averages for Next Reply Time (not just the time to reply after the client's response to our first reply).

Gab are you able to share an example screenshot of what you mentioned as I had trouble following along and creating it myself. Here's what I've got so far:

Exibir comentário · Publicado 18 de jul. de 2022 · Pat Harland-Lee

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Pat Harland-Lee comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

Hey guys, any update since Q2 has come and gone now?

Exibir comentário · Publicado 08 de jul. de 2022 · Pat Harland-Lee

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Pat Harland-Lee criou uma publicação,

Publicação Feedback - Reporting and analytics (Explore)

Discussed with support who said Explore doesn't currently support this.

When making a report that shows all of our Organizations per region (Y axis) and the month they were created (X axis), if there weren't any Organizations created in the last month on the X axis, it won't show that month at all. It's important for us to show VISUALLY that there are no new Organizations created, otherwise the viewer could think that we just forgot to show the last month and it's our fault.

Publicado 07 de jul. de 2022 · Pat Harland-Lee

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Pat Harland-Lee comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Hi @... I also am still getting the same issue as Joost - messages still open at the bottom of the latest message rather than the top. Is there a setting we have to change?

Exibir comentário · Publicado 29 de mar. de 2022 · Pat Harland-Lee

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Pat Harland-Lee comentou,

Comentário na comunidade Feedback - Voice (Talk)

Karen Hynes We need to be able to report on which users were on which status historically so that we can see who was responsible at the time when a call was missed and went to voicemail (much tougher to monitor this with WFH!)

Exibir comentário · Publicado 01 de dez. de 2021 · Pat Harland-Lee

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Pat Harland-Lee comentou,

ComentárioMetrics, attributes, and filters

Actually I found that the answer in How can I include 0 values in Explore reports? worked - I just went to Result Manipulation > Time Axis and checked the box :)

Exibir comentário · Publicado 08 de nov. de 2021 · Pat Harland-Lee

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Pat Harland-Lee comentou,

ComentárioHow to create and update reports

Exibir comentário · Publicado 08 de nov. de 2021 · Pat Harland-Lee

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Pat Harland-Lee comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Yes please!

Exibir comentário · Publicado 27 de out. de 2021 · Pat Harland-Lee

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