Erin O'Callaghan
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Total activity417
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Last activity
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Activity overview
Latest activity by Erin O'Callaghan-
Erin O'Callaghancommented,
Hi Paul Jarman, I did some testing, and it looks like the metrics in your screenshot should reflect any custom statuses whose category corresponds to the default statuses included in the metric’s f...
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Erin O'Callaghancommented,
Hi all, I just wanted to chime in and mention that you can use the Support - Tickets dataset to report on the following attributes: Ticket custom status name, Ticket custom status category, and Tic...
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Erin O'Callaghancommented,
Hi Tom Castle, it's possible that you're in the wrong dataset. When you start creating your report, make sure to choose the Support - Updates History dataset. The metric and attributes from the rec...
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Erin O'Callaghancommented,
Yes, absolutely! Thank you for the comments, Sylvain Buttazzoni and Mark Glinski! I've updated the formulas and a few other places throughout this recipe to reflect the current metric and attribute...
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Erin O'Callaghancommented,
为探索新的封闭测试:新的报告生成器This closed beta introduces the new report builder, a newly redesigned reporting experience that makes data exploration and report creation more effi...
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Erin O'Callaghancommented,
Hi again CJ Marcelo, and apologies for the delay in getting back to you. To answer your question about why adding the Article upvotes and Article downvotes metrics isn’t showing the right results i...
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Erin O'Callaghancreated an article,
Cloning a report
You can clone a report to make a copy of it. You might do this if you want to copy a report into a different dataset, or edit an existing report without modifying the original. This article conta...
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Erin O'Callaghancreated an article,
Why does the Explore live dashboard show too many online agents?
Question The Explore live dashboard shows too many agents online in the Support - Agents online metric. Where is this number coming from? Answer The Support - Agents online metric shows all agents...
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Erin O'Callaghancreated an article,
Why do my metric values increase when I filter my report by multiple tags?
Question In Explore, I created a report and added a tag attribute in the Filters panel. But when I filter my report by multiple tags at the same time, the values of my metrics increase in an unexpe...
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Erin O'Callaghancreated a post,
Documentation: Analyzing agent state and activities
Zendesk Explore features a prebuilt dashboard to help you monitor your agents’ states and activities. This dashboard gives supervisors the information they need to understand how their agents are...