I'm looking to get an understanding of how to calculate my teams effectiveness at resolving customer issues first time round. Essentially, I want to create a report that calculates whether a customer recontacts us again for the same/similar issue within 7 days/30 days.
I imagine it to look like :
Ticket Created date > Customer Name > TicketID > Issue (Form) > Contact again within 7 days (Y/N) - IF yes [Issue] > Contact Again 30 days (Y/N) - IF Yes [Issue]
Is there a way to do this in Explore?
Hi Alex,
No they aren't custom fields. I'm just trying to calculate our resolution effectiveness by creating a report indicating whether customers are contacting us again within certain time frames after resolution eg. 1-7 days, 7-30 days, 30 days + or no recontact. Does that make sense?
I am unsure how to best go about creating this in Explore, whether it be creating custom fields like you suggested or custom metrics, or whether it is possible now. Would love any direction.
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I'm having a little bit of difficulty understanding your question. Are these columns that you want to show in Explore? Are these custom fields that already exist in your account?