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Pat Harland-Lee

已加入2021年4月16日

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最后活动2024年2月12日

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Pat Harland-Lee 进行了评论,

社区评论 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)

查看评论 · 已于 2022年8月10日 发布 · Pat Harland-Lee

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Pat Harland-Lee 进行了评论,

社区评论 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?

查看评论 · 已于 2022年8月03日 发布 · Pat Harland-Lee

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Pat Harland-Lee 进行了评论,

社区评论 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:

查看评论 · 已于 2022年7月18日 发布 · Pat Harland-Lee

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Pat Harland-Lee 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

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

查看评论 · 已于 2022年7月08日 发布 · Pat Harland-Lee

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Pat Harland-Lee 创建了一个帖子,

帖子 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.

已于 2022年7月07日 发布 · Pat Harland-Lee

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Pat Harland-Lee 进行了评论,

社区评论 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?

查看评论 · 已于 2022年3月29日 发布 · Pat Harland-Lee

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Pat Harland-Lee 进行了评论,

社区评论 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!)

查看评论 · 已于 2021年12月01日 发布 · Pat Harland-Lee

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Pat Harland-Lee 进行了评论,

评论Metrics, 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 :)

查看评论 · 已于 2021年11月08日 发布 · Pat Harland-Lee

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Pat Harland-Lee 进行了评论,

评论How to create and update reports

查看评论 · 已于 2021年11月08日 发布 · Pat Harland-Lee

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Pat Harland-Lee 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Yes please!

查看评论 · 已于 2021年10月27日 发布 · Pat Harland-Lee

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