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已加入2021年4月16日

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最后活动2022年10月29日

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评论Writing formulas

Graeme, you gave me the confidence that it should be working so I took it to another account and it worked fine there. I have submitted a support ticket to resolve. Thank you!

查看评论 · 已于 2021年4月15日 发布 · Admin

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Admin 进行了评论,

评论Writing formulas

I am running into issues trying to create custom metrics and excluding tickets that contain certain tags. My metrics work fine before testing for tags, and I have tried using "not contains" as an alternative. I am using d_count and the metrics otherwise works until the tag condition. 

IF IN([Ticket created - Day of week],ARRAY("Monday", "Tuesday","Wednesday","Thursday","Friday","Saturday"))
AND IN([Ticket created - Hour],ARRAY("7", "8", "9", "10", "11", "12","13","14","15"))
AND (SUM(First reply time (min)) > 60)
AND NOT INCLUDES_ANY ([Ticket tags], "no_stats", "closed_by_merge")
THEN
[Ticket ID]
ENDIF

Any tips?

 

查看评论 · 已于 2021年4月14日 发布 · Admin

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评论Building reports

Awesome! Thank you.

查看评论 · 已于 2021年4月01日 发布 · Admin

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评论Building reports

Does an Answer Bot reply count as a agent First Reply? 

查看评论 · 已于 2021年4月01日 发布 · Admin

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