As we know, while creating a report for many items like tickets, calls, chats, deals, leads, deals, contacts, or articles in Explore, we have to add Metrics at the first level for these items. And the first aggregator we use…
In this recipe, we will see how to create a report on the average first response time or first reply time in minutes for tickets or requests solved each day of the week. What we will need: Skill Level: Intermediate…
This type of reporting in Explore will show how to create a report that provides the view list of tickets where an agent has missed call routing, rejected calls or agent legs (calls initiated by an agent) in a quick…
Customer Satisfaction (CSAT) is the type of ratings given to the agents from the customers or requesters at the end of the ticket before setting its status to solved or closed. It shows how much a customer was happy or…
