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Filter out / measure end user/customer responses

  • September 21, 2021
  • 3 replies
  • 0 views
D

Would like to have a measure to filter out customer public comments. Use case is about 30-40%ish of tickets usually do not get a response from end users either because they are solved or whatever reason. I would like to filter these out of explore metric to more accurately measure agent touch tickets and get an overall more accurate metric to report on. 

    3 replies

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    • Chandra13
    • October 1, 2021

    Hey Darren - Would it be possible to elaborate a bit more on your use case? What ticket metric would you like to look at - comments (excluding end user comments) or something else (i.e. tickets)?

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    • Darren19
    • Author
    • October 1, 2021

    Hi,

     

    Sorry. Yes so I would say a large, sizable amount of our tickets have no customer response. I would want to know if there is a filter or a metric to measure one response end user comments. I hope that makes sense. 

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    • Chandra13
    • October 9, 2021

    Hey Darren - It ultimately depends on how you've built your query as well as which Explore dataset you're using.

    For instance, if you'd like to query for the number of comments but exclude any end-user comments, you could create a query in the Ticket Updates dataset and use the Agent Comments metric. Full list of Explore metrics and attributes here.

    You also might be interested in something along the lines of this one-touch resolution recipe which would count any solved or closed tickets with less than two agent replies. 

    Hope that helps point you in the right direction!

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