Pesquisas recentes
Sem pesquisas recentes

Kevin Steele
Entrou em 05 de nov. de 2022
·
Última atividade em 01 de dez. de 2022
Seguindo
0
Seguidores
0
Atividade total
4
Votos
1
Assinatura
1
VISÃO GERAL DA ATIVIDADE
MEDALHAS
ARTIGOS
PUBLICAÇÕES
COMENTÁRIOS NA COMUNIDADE
COMENTÁRIOS EM ARTIGOS
VISÃO GERAL DA ATIVIDADE
Atividade mais recente por Kevin Steele
Kevin Steele comentou,
Thanks Gab,
The D_COUNT option allows me to get a distinct count of agents/Admins on a case, so this works. I can break it down by tickets which gives me a good look into the tickets that have lots of people involved.
I'm also trying to break this down further to get the Average of the Distinct count of agents per ticket. So kind of a:
D_Count(Agents updating a ticket) / # of Tickets
Does that make sense?
Exibir comentário · Publicado 01 de dez. de 2022 · Kevin Steele
0
Seguidores
0
Votos
0
Comentários
Kevin Steele comentou,
In my org, our agents aren't currently assigned tickets, so we all touch them. Is there a way to measure Unique touches per ticket. For example.
If a new ticket is run from Creation to Close and 10 agent touches were made, but only from 5 distinct individuals, how could I create a report showing that 5 agents touched that case, not that there were 10 touches...
More specifically I'd like to know what the Average number of Distinct agent touches were on tickets.
The goal is for us to trial a new ticket handling process and be able to show if the new process reduces distinct agent touches, increasing ticket "ownership" without it being tied directly to whether a ticket is assigned or not (As even an assigned ticket can still be touched by multiple people)
Exibir comentário · Editado 05 de nov. de 2022 · Kevin Steele
0
Seguidores
0
Votos
0
Comentários