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Hannah16
Hannah16
June 10, 2022
Question

Building Dashboards in Explore

  • June 10, 2022
  • 1 reply
  • 26 views

I'm new to Explore and can't seem to display the metrics I need.

I am trying to simply show the length of time since the Customer who logged a ticket was sent an update on a ticket, so not first response time, just the last time they were updated (as some tickets go back and forth with customers).

I don't want the last activity on a ticket, as this would include internal comments, so in effect want to show the length of time since the last public reply was sent to the customer.

I can't seem to find a way to do this, is this possible? Thanks 

    1 reply

    G
    Gab12Employee
    Employee
    June 14, 2022
    Hi Hannah,
     
    You can try building custom attributes and metrics for this. You may refer to this article about Working with earliest and latest date functions. There's a sample recipe in that article that shows how to get the latest public agent comment timestamp. From there, you can build your custom metric (using the DATE_DIFF function) to calculate how much time has passed since the event/timestamp. See Explore date functions. 
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