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Ticket Quality

Owen T

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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!


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  • 5 months later...

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