Visit Freshworks.com Visit Freshworks

Topics started by djb_83

5 Topics

D
Top Contributor
djb_83Top Contributor
asked in Analytics

Ordering Analytics Graph by Month, on a rolling basis

When grouping ticket stats by month, mine show January - December, and the current month is not highlighted, nor is the current month the final month on the chart.Is there a way to make this so the current month is the far right of the graph?  In my example, March is the current month, presently as I’ve only been active for 7 months, it’s easy to spot the current month, but once I hit August, the graph becomes more difficult to read at a glance. Any ideas, or not possible?

1
D
Top Contributor
28 days ago
D
Top Contributor
djb_83Top Contributor
asked in Project and Workload

Workload and Holidays & Rotas

Is there somewhere in workload management where agents can add their days off/holidays, and supervisors can block out days where they may be assigned to support rotas etc, so that they show as not available for tasks etc?

0
D
Top Contributor
1 month ago
D
Top Contributor
djb_83Top Contributor
asked in Analytics

Analytics to show take up of mobile app

Has anyone come across a way to identify the number of tickets that are being logged via the Freshservice mobile app? There’s not a specific Source category built in for it that I am aware of, so I assume they show as ‘Portal’, would be handy to know if people are actually using it after we pushed it out!

0
D
Top Contributor
2 months ago
D
Top Contributor
djb_83Top Contributor
asked in Analytics

Agent Pickup Time Stats

I’m probably staring at it but can’t decipher where I see this, in a curated (Ticket Lifecycle) or custom report:Stat to show the average time it took, by day, for an agent to be assigned or pickup a ticket from the unassigned queue.  Im assuming it’s there, as it can be used to push toward automatic ticket assignment to reduce that assignment gap. 

1
eeha0120
Skilled Expert
3 months ago
D
Top Contributor
djb_83Top Contributor
asked in Analytics

Collating CSAT Free Text Responses in Analytics

Am I missing any simple way to produce a report within analytics that shows where a customer has provided text feedback as part of their survey?We are using the simple built in reportQuestion 1. A scale of 0-4 satisfactionQuestion 2. Do you have any other comments?If someone enters text into Question 2, I’d like to be able to collate the feedback on a report to be reviewed (ideally with the associated ticket number, and the score they gave to Question 1 (or, the derived sentiment would also be OK).Has anyone achieved this?

1
eeha0120
Skilled Expert
5 months ago

Badge winners

Show all badges
Terms of UseCookie settings