Benefits of Using Updates History Dataset in Zendesk
Why use the Updates history dataset instead of the Tickets dataset for agent reply reports?
The Updates history dataset offers enhanced reporting capabilities by allowing you to filter report results based on the date range when ticket replies occurred.
While the Tickets dataset already includes an 'Agent replies brackets' attribute, using the Updates history dataset provides more flexibility. It enables you to analyze agent replies within specific time frames, which can be crucial for understanding trends and performance over time. This makes it a more powerful tool for detailed reporting and analysis.
More related questions
How can I report on agent reply brackets using the Updates history dataset in Zendesk Explore?
To report on agent reply brackets using the Updates history dataset, you need to create a custom report in Zendesk Explore. This involves using calculated metrics and attributes to categorize tickets based on the number of public agent replies….
What skill level and time are required to create a report on agent reply brackets in Zendesk Explore?
Creating a report on agent reply brackets in Zendesk Explore requires an average skill level and approximately 20 minutes of your time. You'll need to have Zendesk Explore Professional or Enterprise, along with Editor or Admin permissions. The…
How can I count public replies by an agent regardless of ticket assignment in Zendesk Explore?
To count public replies by an agent regardless of ticket assignment, use the 'Updater Name' attribute instead of 'Assignee Name'. This approach ensures that the count of public comments is attributed to the agent who made the updates, not just the…
What should I do if I encounter errors with the Public Agent Reply Brackets formula in Zendesk Explore?
If you encounter errors with the Public Agent Reply Brackets formula, ensure you are using the ATTRIBUTE_FIX function correctly. Recent changes in Explore calculations may require adjustments to your formulas. If you receive an error message about…
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