Owen T

Hi - I've set up a couple of reports for live chat in service manager, but wondered if there is a way to export all live chat data so I can play around with it in excel? I can't see an option to do this.

Hi all - my first Hornbill community post! I'm interested to know if anyone out there has a mechanism for analysing ticket quality in Hornbill? A long time ago when I used Remedy, there was an option for resolver groups to mark a ticket for review -these could then be analysed for volume, service, category, agent etc. and also used for coaching. Any help greatly appreciated! Owen