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dave_derington
dave_derington
Helper ⭐️
March 14, 2016

Admin Office Hours - March 17th, 2016

  • March 14, 2016
  • 8 replies
  • 127 views
This thread is for the Admin Office Hours session for Thursday March 17th, 
2016.  Submit your questions to this thread and we'll add them to our 
topics list below!
 
To register for this session, please click here.

Current Topic List:
  • TBD
Post-session, we will update this article with a summary of answered 
questions and link portions of the video for those who could not attend.

      8 replies

      dave_boulos
      dave_boulos
      Contributor ⭐️⭐️⭐️
      March 15, 2016
      The registration page for this says that the time is Friday 3/18 @ 2am-3am EDT. Is this actually at Thursday 3/17 @ 2pm-3pm EDT?
        dave_derington
        dave_deringtonAuthor
        Helper ⭐️
        March 15, 2016
        Thanks Dave ... simple correction (AM vs PM).
        llakata
        llakata
        Contributor ⭐️⭐️
        March 15, 2016
        Unfortunately can't make this one. Are the office hours always on Thursdays @ 2-3pm EDT?
        dave_derington
        dave_deringtonAuthor
        Helper ⭐️
        March 15, 2016
        Yes, typically.  We're open to scheduling alternative sessions to spread out times.  Open to suggestions!
        llakata
        llakata
        Contributor ⭐️⭐️
        March 15, 2016
        That works great! Just want to bookmark it for next week. Thanks!
        dave_boulos
        dave_boulos
        Contributor ⭐️⭐️⭐️
        March 17, 2016
        The main thing that I would like to discuss is the Scorecard. There is a "Today" point in time on the historical view. I would like to discuss how that populates and how to report on it.
        uyen_nguyen
        uyen_nguyen
        Contributor ⭐️⭐️
        March 30, 2016
        I would like to cover the below question: I would like to add a rule in which it automatically calculates
        the following for the customer’s scorecard:

        Set customer’s ‘support’ scorecard to green if:



        70% of the total tickets submitted have a priority ticket of
        High or Urgent



        The formula will be for EACH customer:



        % of tickets submitted with a priority ticket of High or Urgent
        = (# of ticket priority is High or Urgent for the customer) / (total tickets
        with a ticket status of open or new or pending submitted by the customer)
        uyen_nguyen
        uyen_nguyen
        Contributor ⭐️⭐️
        March 30, 2016
        please confirm the next office hour is at 3/31 and the time and contact information
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