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Alfredo Iglesias

已加入2023年6月28日

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最后活动2024年11月06日

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Alfredo Iglesias 创建了一个帖子,

帖子 Feedback - Reporting and analytics (Explore)

Hi all!

 

Do you know how to create a report/metric that shows:

 

How long does it typically take for other teams to respond to a requester when a ticket has been reassigned from the initial Ticket Group to other Ticket Groups (e.g., Technical Support, Benefits, etc.)?

 

This timeframe would be measured from the moment the ticket is reassigned to the external team until the first direct response is provided to the requester (excluding any internal communications).

 

Thanks in advance!

已于 2024年11月06日 发布 · Alfredo Iglesias

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Alfredo Iglesias 进行了评论,

评论Building reports

Hi! I have noticed that the daily average of tickets goes for the population of tickets created and not the total of days in the week. 

 

Let's say that we received 1 ticket daily from Monday to Sunday, which is an average of 1 since 7/7 = 1. 

 

But if we did not receive any tickets on Sunday, then I see that it's divided by 6, so 6/6=1, which I believe should be 6/7 = .85.

 

Are you planning to change this, or do you have different metrics?

 

Please let me know if I am missing something.

查看评论 · 已于 2024年10月17日 发布 · Alfredo Iglesias

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Alfredo Iglesias 进行了评论,

社区评论 Q&A - Reporting and analytics

Hi! Do you know if there is an update on this?

查看评论 · 已于 2024年10月07日 发布 · Alfredo Iglesias

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Alfredo Iglesias 进行了评论,

评论Building reports

Hi team! Is it possible to give access to assignees to my dataset? So they can see the reports and edit them, but others cannot see them?

查看评论 · 已于 2024年7月15日 发布 · Alfredo Iglesias

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Alfredo Iglesias 进行了评论,

评论Measuring success

Hey! When a ticket is reassigned to another agent from the same Ticket Group, does the SLA Metric Agent Work Time starts again?

 

Thanks in advance!

查看评论 · 已于 2024年6月17日 发布 · Alfredo Iglesias

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Alfredo Iglesias 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Hi! Did you find any solution to this?

 

I believe one way to do this, is by using Explorer with the Update - Timestamp field and then filtering in a LOD kind using only the max value but not sure if someone achieved this. While it is not live view (1 hour delay).

查看评论 · 已于 2024年6月10日 发布 · Alfredo Iglesias

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Alfredo Iglesias 进行了评论,

评论How to create and update reports

Are the changes that I am doing in the preview also seen by other people managing the report? Or each preview is different for each person?

查看评论 · 已于 2023年10月04日 发布 · Alfredo Iglesias

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Alfredo Iglesias 进行了评论,

评论Creating dashboards

Hi! 

Does the "Link Data Filters" function work with "Sets"/"Groups" I have a group with all the values that need to be replicated and the Link does not work. I tried working with the main field "Assignee Name" and the link worked.

Can you explain to me if this is a supposed behavior, as when I filter for the Group created, the "Link Data Option" is available.

查看评论 · 已于 2023年9月05日 发布 · Alfredo Iglesias

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Alfredo Iglesias 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

Do you know if this got a solution? 

查看评论 · 已于 2023年9月03日 发布 · Alfredo Iglesias

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Alfredo Iglesias 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

Do you know if this got fixed?

查看评论 · 已于 2023年9月02日 发布 · Alfredo Iglesias

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