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Former Member

Question about ticket score and expected escalation

Hi guys,

hope you are all doing fine!

I saw a picture in the web of a "Proactive Manager Dashboard" and I also tried to assign the "ticket score" and the "Volume escalation expected in one week" report to my homescreen, but I couldn't find an option for that neither the Report. I've also searched in the scooping&finetuning but I didn't find a solution.

Here is a picture of the reportings to see which I mean:

Maybe you guys could help me where to find these two reports?

Cheers,

Dennis

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2 Answers

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    Former Member
    Oct 29, 2015 at 04:25 AM

    You have found a beta feature that was not officially released. At this point it is not available in the product today.

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    Former Member
    Dec 01, 2015 at 02:36 PM

    Hi guys,

    now the "Ticket Score" is available in the service queue. Please can you provide the information how the score will be calculated and where I can find a documentation.

    Kind Regards,

    Nicole

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