In this example you'll use the DATE_LAST function to create a report that returns tickets solved on the last date, then by adding year, month and group attributes to the report you will get resolutions for the last date of the month for each group.

To create the report

1. Create a new report using theSupport: Ticketsdataset.
2. Create a standard calculated metric namedTickets solved on last datewith the following formula:

   IF DATE_LAST([Ticket solved - Date])=[Ticket solved - Date] THEN [Ticket ID] ENDIF

3. Edit the metric you just created and set its default aggregator toCOUNT. Remove any other aggregators.
4. Add theTicketsandTickets solved on last datemetric to theMetricspanel of the report builder.
5. In theRowspanel, add theTicket solved - YearandTicket solved - Monthattributes. You’ll see total number of solved tickets and tickets solved on the last day of the month, for example:

   

6. In theRowspanel, add theTicket groupattribute. You’ll see that the tickets solved on the last date are determined per group in addition to year and month:

   

In this example you'll use the DATE_FIRST function to create a report that returns the earliest ticket assignment timestamp. Then, you'll add the assignee and date attributes to get the earliest timestamp per date and assignee.

To create the report

1. Create a new report using theSupport: Ticketsdataset.
2. Create a standard calculated attribute namedEarliest assignment - timestampwith the following formula:

   IF DATE_FIRST([Ticket first assigned - Timestamp])=[Ticket first assigned - Timestamp] THEN [Ticket first assigned - Timestamp] ENDIF

3. Add theTicketsmetric to theMetricspanel of the report builder.
4. In theRowspanel, add theAssignee nameandTicket assigned - Dateattributes. Configure the second attribute to show tickets created this week.
5. In theRowspanel, add theEarliest assignment - timestampattribute, then filter it by excluding NULL values. You’ll see the earliest daily ticket assignments by assignee and date, for example:

   

门票可以解决和重新开放多个时间s. In some cases, you only want to see the latest resolution. In this example you'll use the DATE_LAST_FIX function to produce a metric that will return the number of final ticket resolutions.

To create the report

1. Create a new report using theSupport: Updates historydataset.
2. Create a standard calculated metric namedFinal resolutionswith the following formula:

   IF ([Changes - Field name]="status" AND [Changes - Previous value]!="solved" AND ([Changes - New value]="solved" OR [Changes - New value]="closed") AND DATE_LAST_FIX([Update - Timestamp], [Update ticket ID], [Changes - Field name], [Changes - New value])=[Update - Timestamp]) THEN [Update ID] ENDIF

3. Edit the metric you just have created and set its default aggregator toCOUNT. You can also remove other aggregators.
4. Add theResolutionsandFinal resolutionsmetrics to theMetricspanel of the report builder.
5. In theFilterspanel, add theUpdate - Dateattribute and configure this to show updates in the last 30 days. Your report will return the total number of resolutions and number of final resolutions. You can slice these metrics using any attributes, for exampleUpdate ticket group.

In this example you'll use the DATE_LAST_FIX function to create an attribute that will return the latest agent comment timestamps that will not be sliced by the attributes from the report. This report can help you detect agent seats that were not used for a long time.

To create the report

1. Create a new report using theSupport: Updates historydataset.
2. Create a standard calculated attribute namedLatest agent comment - timestampwith the following formula and enable theSort like time attributesetting:

   IF ([Comment present]=TRUE AND [Comment public]=TRUE AND DATE_LAST_FIX([Update - Timestamp],[Comment present],[Comment public],[Updater name])=[Update - Timestamp]) THEN [Update - Timestamp] ENDIF

3. Add theCommentsmetric to theMetricspanel of the report builder.
4. In theFilterspanel, add theTicket created - Dateattribute and configure this to show updates in the last week or month.
5. In theFilterspanel, add theUpdater roleattribute and configure this to showAgentsandAdmins.
6. In theRowspanel, add theUpdater nameattribute.
7. Finally, in theRowspanel, add theLatest agent comment - timestampattribute, then filter it to exclude NULL values. You’ll see the list of agents and their latest comment timestamps:

   

One of the default metrics available in the Tickets dataset is First reply time. It gives you insight on how long it took for an agent to respond to the end user. Some customers have internal processes where an internal comment is added to the ticket before a public reply.

In this example, you'll use the DATE_FIRST_FIX function to create a report that returns the average first internal comment time by month.

To create the report

1. Create a new report using theSupport: Updates historydataset.
2. Create a standard calculated attribute namedFirst internal comment - Timestampwith the following formula and enable theSort like time attributesetting:

   IF ([Comment present]=TRUE AND [Comment public]=FALSE AND DATE_FIRST_FIX([Update - Timestamp],[Update ticket ID],[Comment present],[Comment public])=[Update - Timestamp]) THEN [Update - Timestamp] ENDIF

3. Create a standard calculated metric namedFirst internal comment time (hrs)with the following formula:

   DATE_DIFF([First internal comment - Timestamp], [Ticket created - Timestamp], "nb_of_hours")

4. Edit the metric you just created, set it's default aggregator toAVG, display format toCustom, and setDecimal pointsto1andSuffixtohrs
5. In theFilterspanel, add theTicket created - Dateattribute and configure this to show updates in the last three months.
6. Add theFirst internal comment time (hrs)metric to theMetricspanel of the report builder.
7. In theColumnspanel, add theTicket created - Monthattribute and configure this to show updates in the last 6 months.
8. Finally, in theVisualization typesmenu, select theColumnchart. You’ll see the first internal comment time by month: