Google Sheets
This is what changes the color/style of a cell based on certain criteria being met
What is Conditional Formatting
This is the cadence at which Zendesk data is refreshed in Looker
What is hourly
Bonus: What is the cadence for QA Sheet data?
Found at the beginning of nearly all of the tags associated with our team's Zendesk inputs, this prefix is the foundation of our tag taxonomy
What is "leo-"
Bonus points: what are the exceptions where it is not "leo-"?
TAT
What is Turn Around Time
When looking to see recent changes to a single cell in a Google Sheets, this is the useful built-in functionality that Excel doesn't have
What is Edit History
This, colored in blue in the data section of a Look or Explore, is the term for a defined parameter used to group sets of data from your source
What is a Dimension
This is the source of reference for all tags in use for the LEO team in Zendesk
What is the Zendesk Field Matrix
AHT
What is Average Handling Time
This is the shortcut to add today's date into a cell
What is Command + ;
This is the Data Explore used to look at a ticket's events log, instead of the current ticket attributes
What is Zendesk Ticket Events
This prefix is the indicator of a tag for a LEO Case Type
What is leo-ct?
Google BQ
This is the function used in Google Sheets to import data from another Sheet
What is IMPORTRANGE?
You use this method of filtering when you want to search for a segment of a string of values
What is "contains"
This is the tag automatically applied to a ticket when the source is a Snap employee email or a training ticket, and is excluded in most of our reporting
What is "snap-internal"
PQA / RQA
What are Proactive Quality Assurance and Reactive Quality Assurance