I ran into the same problem. What I did is created a "Data calculation field" in the Ticket data settings page and had the start value as "Created at", end value as "Closed at" & chose the time as "days" (there are other options available incl weeks). Once you name this field, it ll be available as an option in the widgets where "resolution time" can be selected. With this method, you can also find and display the "First response time" if that is of a key metric to you. Cheers!
Thanks for the response Kate. Yes, de-dup might help but there are compromises that must be made if we implement that as a solution. I heard from Qualtrics support that they are planning to roll out "Transactional data" similar to embedded data, that would resolve this issue. Will wait to see how that works.
Hi Y'all Did you find a solution. I'm on the same boat but slightly diff use case; I'm having problems with the SFDC integration with Q. Since "case data" from SFDC is mapped to "Contact" data in Q (and then added as "embedded data" to the survey ONLY IF the survey URL is clicked), every time a new case info comes into Q from SFDC, all case data associated with the customer is updated to reflect the new case information. At this stage, if the customer decides to take the previous survey that was sent to him, his/her response is captured in Q but with the latest and incorrect case data that is associated with the contact. anybody came across this issue and/or can suggest a solution?
Thank you for the idea. will definitely try and see if it works. Appreciate your help!
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