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bctsupport

已加入2021年4月16日

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最后活动2021年10月27日

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社区评论 Feedback - Reporting and analytics (Explore)

Agree to all above and I appreciate the difficulty of adding versioning or detailed undo. But 'revert to published version' should not be extremely hard and would help a bunch of us

查看评论 · 已于 2021年3月31日 发布 · bctsupport

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评论Measuring success

Hi, 

I'm sorry I didn't respond any sooner, I hoped it was just incidental.

But I just ran into this issue again. There's a ticket that has been closed in Nov 2020. According to Explore it still has one active SLA: Pausable Update Time. 
I use a metric called D_COUNT(Active SLA tickets) and selected 'Status of SLA target' to be null (this is also how I found some tickets that an agent created on behalf of the customer which didn't get any SLA targets).

 

查看评论 · 已于 2021年3月25日 发布 · bctsupport

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社区评论 Feedback - Reporting and analytics (Explore)

I concur with all of the above. I just had a discussion in a support ticket with Zendesk about this.

Use cases same as above: customers get SLA reports every month / quarter. A report (dashboard) has 4 tabs. Filters across tabs work fine in the UI (when you get all the finicky stuff in place: copy filters one-by-one, bookmark on first tab), but the scheduled PDF only applies the filter to the first. 
I was advised to use bookmarks on every tab, but that means 4 times #customers of arranging hidden bookmarks :(

This was already a workaround for my first idea. In our portal every customer has their own Help center (Guide) section in which we publish their monthly / quarterly reports. Those used to be Insights PDF's (easy, multitab, filters were applied to schedule and not the dashboard). With Explore I wanted to abandon old fashion PDF and share an Explore link in Guide; That does mean one dashboard for each customer, but the advantage is that customers at any time can see their SLA status.

However, there's another bug they're still working on: the link does not work in Guide within a host mapped help center article :(

I guess for now it's gonna be just a lot of manual labor.

查看评论 · 已于 2021年3月23日 发布 · bctsupport

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社区评论 Feedback - Reporting and analytics (Explore)

+1 for this; For a long time I've been trying to recreate the workflow we got from Insights/Gooddata, but it's really annoying that Explore has so many quirks that need workarounds. 

Reporting to our customers is so labor intensive now (creating a seperate dashboard for every customer and exporting every tab seperately, then merging the PDFs) compared to Insights where one report was enough combined with one export schedule per customer.     

查看评论 · 已于 2021年3月11日 发布 · bctsupport

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评论Publishing and sharing dashboards

Hi Elissa, 

Sorry for not responding sooner. I've created a ticket a while back and it's being researched by te Guide dev team. It probably has to do with hostmapping   

查看评论 · 已于 2021年2月25日 发布 · bctsupport

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评论Measuring success

Hi, I'm stuck with SLA metrics in Explore, trying to get an overall SLA % for all targets over all tickets in a certain time frame. 

Researching this I ran upon this: period is oct-dec 2020 for one customer; There was 1 ticket still open on dec 31, all others were solved and closed. 
However, the metric 'Tickets with an active SLA policy' indicates 4. Even when I look at all recent tickets, there are only 2 in jan (one open, one solved). How can there be 4 tickets with an active SLA policy?
(cf this in the article: Note: When a ticket status is set to Solved, all SLA targets are considered met, and closed as a result.)

查看评论 · 已于 2021年1月27日 发布 · bctsupport

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评论Publishing and sharing dashboards

Hi, 

When I "publicly" share a dashboard and add a password then the link works fine when I paste it in the Firefox address bar.

However, when I put this link in a Guide article the same link doesn't work. It seems to redirect to our Guide homepage. Even when I check 'open in new tab' the link doesn't work. Again, when I copy it from the link and paste it in Firefox, the dashboard appears.

Any insights? (pun intended for those migrating ;-) )

查看评论 · 已于 2021年1月15日 发布 · bctsupport

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