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Improvements to our WFM product

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3 results found

  1. Total time to resolution

    We would like to see Total time to resolution for zendesk tickets .

    That is time from creation of ticket to final resolution. Not just handle time.

    4 votes

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    0 comments  ·  Metrics  ·  Admin →
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    Started  ·  AdminAnonymous (Admin, Playvox) responded

    Development is in progress, and will be available initially on workstream details and workstream analysis.


    Total Time to resolution will be calculated at the time the workstream is closed.

  2. Expose the closed metric from Zendesk in the User perf metrics and the workstream Interactions search reports

    In Zendesk there is a difference between a 'Solved' ticket and a 'Closed' ticket.

    Solved tickets can be re-opened.

    Closed tickets cannot be re-opened and are completed.

    Can we have a count of Closed tickets from Zendesk?

    1 vote

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    Started  ·  AdminAnonymous (Admin, Playvox) responded

    The new Workstream Search (and associated) dialog that is currently in early access exposes closed metrics and also the last resolved details.


    Last resolved is determined at the time that the ticket is closed. This will be reflected in User Performance metrics and also available in workstream analysis soon.

  3. Allow All Business Performance Metrics to be displayed on User Dashboard

    Allow all available business performance metrics to be configured to display on the user performance metrics dashboard.

    The list of business performance metrics available in th groups configuration should be the same list that is available in workstream metrics (workstream analysis). Once selected this should be reflected correctly in the User Dashboard 'How are we doing Today' section.

    1 vote

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    Started  ·  0 comments  ·  Metrics  ·  Admin →
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