Insights - Total Response Time

The Insights - Total Response Time pipeline can be used to request and retrieve the total number of responses sent/made by your agents. Read more about this here

Configuring the Credentials

Select the account credentials which has access to relevant ZOHO Desk data from the dropdown menu & Click Next

Credentials not listed in dropdown ?

Click on + Add New for adding new credentials

Data Pipelines Details

Data Pipeline

Select Insights - Total Response Time from the dropdown

Organisation

Select one or more organisations from the drop-down

All organisations which your credentials have access to should be available here. If they are not, please check the credentials selected / configured by you. While you can add multiple organisations, the table size may become too large and so it is advisable to add one organisation per pipeline and use Union queries in the data warehouse to join the data for consumption
Department

Select one or more departments from the drop-down

All departments which your organisation have configured in ZOHO Desk should be available here. If they are not, please check the credentials selected / configured by you. While you can add multiple departments, the table size may become too large and so it is advisable to add one department per pipeline and use Union queries in the data warehouse to join the data for consumption
Agents

Select the agents that you would like to fetch from the Zoho Desk platform. You can click on View Schema anytime to see the schema of the table being created. Each of the selected agents will create one or more columns in the database table in the destination warehouse.

Setting Parameters

Parameter Description Values

Group By

Required

Specify the manner in which data has to be grouped together in the report.

{Date, Channel, Agent, Hour}

Number of Days

Required

Enter the number of days for which you wish you get the data in each run.

'NUMBER'

Insert Mode

Required

Specifies the manner in which data will get updated in the data warehouse : UPSERT will insert only new records or records with changes, APPEND will insert all fetched data at the end, and REPLACE will drop the existing table and recreate a fresh one on each run. Recommended to use "Upsert" option unless there is a specific requirement.

{Upsert, Append, Replace}

Default Value: UPSERT

Datapipeline Scheduling

Scheduling specifies the frequency with which data will get updated in the data warehouse. You can choose between Manual Run, Normal Scheduling or Advance Scheduling.

Manual Run

If scheduling is not required, you can use the toggle to run the pipeline manually.

Normal Scheduling

Use the dropdown to select an interval-based hourly, monthly, weekly, or daily frequency.

Advance Scheduling

Set schedules fine-grained at the level of Months, Days, Hours, and Minutes.

Detailed explanation on scheduling of pipelines can be found here

Dataset & Name

Dataset Name

Key in the Dataset Name(also serves as the table name in your data destination).Keep in mind, that the name should be unique across the account and the data source. Special characters (except underscore _) and blank spaces are not allowed. It is best to follow a consistent naming scheme for future search to locate the tables.

Dataset Description

Enter a short description (optional) describing the dataset being fetched by this particular pipeline.

Notifications

Choose the events for which you’d like to be notified: whether "ERROR ONLY" or "ERROR AND SUCCESS".

Once you have finished click on Finish to save it. Read more about naming and saving your pipelines including the option to save them as templates here

Still have Questions?

We’ll be happy to help you with any questions you might have! Send us an email at info@datachannel.co.

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