[Report showing breached calls]

Hi

 

I'm trying to extract all calls of a particular services that have breached the resolution timer, anybody know what I SQL i need to add to get the correct data?

 

Thanks

Chris

[Extract Call categories]

Thanks Steve 

 

[Extract Call categories]

Hi

Is it possible to extract the call categories data into a spreadsheet, I need to review all call cats, sub cat for each service.

 

Thanks

Chris

[New Improved Email View]

Hi Gerry

 

I agree with you on this, have to keep moving things on. I suspect they didn't get use to the new version during the trial period. I will let them know.

 

Thanks for responding.

 

Chris

[New Improved Email View]

Hi 

Is there a way to switch back to the old view if we are in beta? The read unread business is causing my first line teams too much of a headache.

 

Thanks

Chris

[Survey Questions Via Email?]

Thanks Dan

[Survey Questions Via Email?]

Hi

 

Is there any mechanism to send the survey questions we have per service to be sent out via email rather than customers completing them via the portal, we have a number of people that dont use the portal.

 

Thanks

Chris

[Views on calls I follow]

Thanks Lyonel, yes I use that, is it possible to create a view based on that view but that also contains my requests? 

[Views on calls I follow]

Hi

There are a number of times I follow a call but it can be in different services. Is it possible to create views on call that I own plus ones I follow?

Or a better way of doing it?

 

Thanks

Chris

[Hornbill Down?]

Yes just come back, thanks

 

[Hornbill Down?]

Hi 

 

Are there issues with Hornbill? All users getting the following when logging in 

 

Failed to initialize application FlowCode Exception (com.hornbill.core/flowcode/fc_ops/adminInitaliseData): An unexpected database error occurred while trying to get role information

Please contact you system administrator or click here to try again

Thanks

Chris

[Average call duration report]

Hi

I'm trying to do a report to show the average call length duration, not sure what the best way, anybody done anything similar? Any advice would be appreciated.

thanks 

Chris

[Report for all calls not updated in the last 14 days]

Thanks Kelvin

[Report for all calls not updated in the last 14 days]

Hi

I'm trying to pull a report that shows all requests that have not been updated in the last 14 days.

I'm using the following custom query but its returning further back than I want. DATE_SUB(NOW(), INTERVAL 14 DAY)

Anybody else done anything similar, or know what query I should run?

Attached is the screen shot from the report.

Thanks

Chris

 

[Time Keeping]

Thanks both for your reply. I will take a look at timesheet manager, are there any instructions or videos to guide me though?

 

Thanks

Chris

[Time Keeping]

Hi,

A number of the teams charge customers by time spent on a ticket. I'm looking for the best way for teams to record the time they spend on each action on a call so it can be totalled up and reported on. I understand there is the time-sheet module now but is this over kill for what I'm looking to do, or would creating activities be better, or maybe custom fields?

 

Thanks

Chris

[Email issues!]

Thanks Pamela,

 

All emails appear to be working as they should but we are seeing failure messages in the failures folder for some reason?

 

Regards

Chris

[Email issues!]

Hi 

Is anyone else having issues with email this morning? I have loads of failures in the failures folder see attached, is there an issue?

 

Regards

Chris

[Escalation Wording]

Hi

When I change the priority of a call from low to medium, it should show as escalated but for some reason its showing as de-escalated, Any idea on how I change the wording? See attached example of low to medium

 

Thanks

Chris

[Call Details broken in IE]

BTW Works fine in Chrome

 

[Call Details broken in IE]

Hi

I'm running the latest service manager, a number of users have reported that call details no longer expands in Internet Explorer this morning. Any ideas? is it a MS update or Hornbill latest release?

Thanks

Chris

[Logging a call refresh issues?]

Thanks that has worked. Like you said it is now slower.

[Logging a call refresh issues?]

Thanks has that been turned on recently then?

 

 

[Logging a call refresh issues?]

Hi

 

Over the last week, prior to the latest update of service manger has somthing been done which may prevent the screen refreshing once a call is logged? I ask but when an analysts logs a call the get the option to view the call which normally takes them to the call with the option to assign to a team\analyst? Now it just takes them to the call and the post an update option. Pressing F5 to refresh the page takes them to the assign to option, so the business process is correct. I tested on IE and Chrome and same issue. So upgraded this morning to latest release of Service Manager but still the same, any ideas? I have not made any changes to the business process in weeks.

 

Thanks

Chris

[Reporting - Total Call Duration]

Thanks for that Ryan.