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PlannedDoneNot planned

Allow reports on number of ticket "handles" per agent

David
suggested this on March 15, 2011 20:05

I need to produce a report of how many Zendesk tickets I handle each day. I define a "handle" as each time I write something in a ticket and click submit. I've been able to produce a report of how many NEW tickets are created each day, but each day I also handle many tickets that reopened, sometimes multiple times. 

In order to gauge how much work an agent is actually doing each day, it would be useful to have a report on the total number of tickets responded to, including same-ticket reopens.

 

Comments

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Kristen Tinius Torp
Comoyo - Telenor Digital

Well, No answer yet? It´s just been 6 month since this request was posted...!

October 04, 2011 05:58
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Udo Engel
Sulake

I'd appreciate some update here, too. Isn't it essential to know, how many tickets an agent can handle per day, to set a reasonable amount as daily target? It can't be too difficult to provide a list with all agents, where I can see, which ticket was handled at what time/date. I've created a view with the setting "assignee = agent name", where "status is solved" or "status is pending". But this is not helpful to see, if the agent is really working all the time. 1. It might be, that he assigned many tickets to an admin. 2. it might be, that those tickets have been updated or been handled by this agent again some days later. So if I want to check only a certain time frame, let's say 4 days, this ticket won't be shown in this timeframe, if the ticket has been handled 5 days later again...

 

So I guess, there is no other way, to check the activity of an agent, currently... But it is necessary to check the (quantity) working performance of agents.

October 20, 2011 06:22
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Grant Rayner
modica

Agree with the above also atm you can see how many tickets an agent has closed or replied to, but only if they're the assignee, there are many times when a reply will be sent but the ticket would be left unassigned (at least in our workplace) e.g. a client asked today for a job to be done on a future date, I replied to say no problem and changed the ticket subject to reflect the date of the required change and left the ticket open in the queue as a reminder. It would be illogical to assign that ticket to myself as I may not be around on the day the change needs to be made.

My opinion is that if zendesk is emailing agents updates of replies sent out (regardless of assignee) then the data exists to generate a report of all agent activity, all we need is another report parameter being - [actioned by and then choose the agent from the drop down] to choose instead of assignee when building reports.

October 25, 2011 17:42
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Udo Engel
Sulake

"actioned by" sounds very good as new parameter! Thanks!

October 26, 2011 03:01
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Adiz

This is a very important report - how can we create that? Is there a report about many email an agent send per day?

November 17, 2011 02:51
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Jake Holman
Product Manager

Unfortunately there is no report you can create for this today. You can create a report to show you the number of agents the ticket was actually assigned to, but it's not possible to see the number of agents that "touched" the ticket. 

We do plan on providing this in the future. 

November 18, 2011 14:59
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Adam Goolie Gould
lytro

I'd like to add my strong request for the more general feature of agent "touch" insight.  

We wanted to create some views for agent quality review, which would show us all tickets that an agent has commented in.  Surprisingly, you simply can't do this even though the data are clearly all there.   I'm going to ask for this in it's own topic so as not to jack this thread, but it is related...

January 05, 2012 14:32
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Joy Gamotin
rapidcrush

Oh i thought this report is present. :( This is one of the reasons why we moved to Zendesk  For a ticketing system, this is a very important to generate.

 

January 17, 2012 07:21
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Veronica Björksten
rebtelnetworksab

Hi there!

I am really surprised that none actions have been taken for this request! It´s so important to follow up the daily performance of the agents. We gave for granted that we would have this report included when we moved to Zendesk, please make it happen!

June 18, 2012 03:18
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Ben Rohrs
Product Manager

We'll soon have the ability to report on Agent Touches, which is defined as any time an agent updates a ticket. This includes when an agent makes a public/private comment, reassigns, applies tags, etc.--any time an agent clicks the submit button.

We'll first release these as pre-defined reports so you can see a list of agents ranked by number of ticket touches, and hope to have this available in the next quarter. After this, we'll likely add Agent Touches as available metrics in Reports and GoodData.

June 19, 2012 18:14
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Kristen Tinius Torp
Comoyo - Telenor Digital

Great news, looking fwd to it!

June 20, 2012 02:11
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Ben Rohrs
Product Manager

This functionality is now available in the new Zendesk agent console. The below article provides more information on how to access this report: https://support.zendesk.com/entries/21999767

September 13, 2012 15:59
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Matt C
moonfruit

Is this available as a metric in GoodData yet, and if not any idea when it will be?

January 08, 2013 04:45
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Ben Rohrs
Product Manager

@Mattc: This is not available in GoodData yet., but we're discussing adding this to the next update to the GoodData data model. This would be a major update that includes other metrics, so I don't yet have a timeframe defined.

January 08, 2013 08:20
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Mark Bäck
viaplay

Any update on this?

It's a key feature that really needs to be implemented.

March 08, 2013 04:34
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Rome
slacker

Are the Agent Touches being reported only the work done by the Agent on that day, or do Automations/Triggers that happen on Tickets count in the Agent Touches?  There has been some confusion about this, and it seems that support@Zendesk has confirmed that Automations/Triggers count in the daily agent touches, which makes the numbers no reliable.  It would be nice to confirm for once and for all if this is the case?  You can refer to my Ticket #358497 if you want to see the research and answer provided by Support.

April 03, 2013 13:44
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Scott Sullivan
clustrix

Just adding my voice to the fray. We really need finer grain detail on agent touches than the built-in reports provide. Need this in gooddata so we can slice by day, hour, agent, etc.

April 10, 2013 00:31
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Matt C
moonfruit

Yeah couldn't agree more. Tickets are often set to solved by the customers, and we also have a trigger that sets them solved if the customer doesn't get back to us for 7 days. Without being able to run a report of the number of updates an agent has made on a specific date/during specific times it's impossible for me to track how much work they're doing. It's a really important metric - hope it gets added soon!

April 10, 2013 02:07
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Phil Dean
evernotesupport

looking for an update on when this will be added to GoodData. I am running blind on calculated number of tickets touched by agent

April 19, 2013 13:00
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Matt Frowe
Cambridge ESOL

I'd also like to see this in Goodata. I need to be able to slice touches by Agent, by hour, over time, filtered by a tag etc. It would be great to see this come soon!

April 23, 2013 08:53
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Mike Duffy
sevone

I'd very much like to see this in Gooddata as well. Detailed information such as this and other ticket audit data (such as how long a ticket was in a particular status) is very important to us for gauging agent and organization performance.

July 26, 2013 07:22
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Scott Sullivan
clustrix

We have another use case for reporting on touches to the tickets. Not only touches per agent over time, but we need to be able to report on (agents and end-users) touches per organization. Our Sales team has asked for reports showing how much our various customers are using our paid support services.

July 26, 2013 10:47
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Jason Maynard
Product Manager

Just a quick update on this issue.  We are in kicking off a project to update the Advanced Analytics data model that allows for reporting on ticket events. Ticket event level reporting will enable things like reporting on the number of comments, reassignments, escalations made by an agent, but also the number or percentage of Users from an Organization that interact with tickets.

More details to come as we hammer out the details for the new model.

August 07, 2013 13:24
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mark hinson
Merlin Information Systems Limited Group

Hi Jason,

Thanks for your recent update.

Can you provide some more detail on the project to enhance reporting by ticket events please,  like what is already available in GD and what is coming and when it will be available.

One thing we'd like to measure in additional to agent touches is "customer touches", i.e. count the new ticket created + every update by email, web form, etc. so we can measure demand made by our customers on our support team and break that down by language.

thanks, Mark Hinson

August 19, 2013 04:34
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Rafa Viana

I'm eagerly waiting for the 'agent touches' metric on GoodData

September 03, 2013 06:45
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Adrian Dryglas
vsu

Hi,

 

any updates? Is there a way to measure agent's performance in zendesk/goodata?

This is very important functionality Zendesk seems to be missing...

October 25, 2013 04:10
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Jean
saucelabs

@Jason - I'm very happy to hear that you are kicking off a project to update the Advanced Analytics data model that allows for reporting on ticket events, because I want to report on the number of public comments per agent over a specified period of time. 

In terms of when we might see this in the product, are we talking 3 months, 6 months, a year? I'm just looking for a rough timeframe. A realistic answer is better than an optimistic one :-)  I understand that it takes time!

Thanks!

Jean

October 29, 2013 14:02
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Mark Dunkley
OpenDNS

Hey Jason,

 

This is marked as Done.  Can we be pointed at how to do this?

November 07, 2013 10:00
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Jason Maynard
Product Manager

Hi All,

Apologies for the radio silence on this thread. Making moves on analytics! Below are some updates that will hopefully shed some light on what we are planning and when you can expect to see it in reporting.

Why is this request marked as Done?

This was marked as Done when we added the Agent Touches metric on the Leaderboard dashboards (Plus & Enterprise Only). If you have not checked out how you can track agent activity by agent and group, I recommend you take a look. If you are on Starter or Regular and want to check it out, reach out to support@zendesk.com for a trial plan boost.

What are we planning to do?

For those of you who are looking for more ad hoc reporting functionality around agent touches, we are planning on adding a set of additional metrics for Advanced Analytics that will be focused on agent performance.

The new metrics will allow you to create reports on more granular agent activities in tickets (agent touches, public/private comments) and help center (articles created, comments, answers). Additionally, we are planning on adding some agent attributes like tenure that allow you to analyze the learning curve as agents ramp up. We feel this will give a managers a more holistic view into the individual contribution and growth in a support operation.

How will this change reporting in Advanced Analytics?

This type of reporting will require us to make a significant update to the data model and enhance how we handle time dimensions in the Advanced Analytics integration. Currently, all time dimensions are ticket-centric, but in order to report on when an agent update or comment a new event time dimension will be added.

Estimated timeline

There is no timeline yet, but we are hoping for a release in Q1-Q2, 2014.

@Mark - Interesting use case for measuring the number of updates from a given user or organization. I will look into this more as we are designing the data model.

November 13, 2013 08:24
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Scott Sullivan
clustrix

So it's not done.

November 13, 2013 16:01
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Matt Frowe
Cambridge ESOL

Hi Jason,

Thanks for the update - these sound like exciting developments. Look forward to them being released!

Matt

November 14, 2013 01:01
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Russ
houzz

@Jason, was @Rome's question from last April ever addressed?  I quote:

"...do Automations/Triggers that happen on Tickets count in the Agent Touches?  There has been some confusion about this, and it seems that support@Zendesk has confirmed that Automations/Triggers count in the daily agent touches, which makes the numbers no reliable.  It would be nice to confirm for once and for all if this is the case?  You can refer to my Ticket #358497 if you want to see the research and answer provided by Support."

January 08, 2014 15:35
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Christy Shaver
wildtangent

Hi Jason,

As it is now March of 2014, do you have an update on the estimated timeline? Also, are there any other features that have been added that relate to measuring agent metrics?

Thanks,

Christy

March 14, 2014 15:21
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Jason Maynard
Product Manager

@Matt - Thanks. 

@Russ & @Rome - Apologies. I missed answering Rome's earlier request. Updates from automations and triggers are *not* included in an agent's touches (updates on tickets).  We filter out any update that is performed by a System user from the stats.

@Christy - We don't have a launch date set yet, but we will in the next month. Release 1 won't include data from Help Center (articles created, question answers, etc), but we have added a ticket event model that is going to greatly expand the types of updates that you can track for different agents. For example, there will be metrics that will allow you to see how many times an agent has reassigned tickets to a particular group or the number of times an agent has escalated a ticket from priority low to high. 

March 18, 2014 14:34
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Adrian Dryglas
vsu

Hi Jason, when this feature is implemented - will I be able to report on historical data? For example if report is available from 1st of June 14, will I be able run it to see how many comments Agents entered from January 14 to June 14?

 

Thanks

Adrian

March 19, 2014 06:27
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Jason Maynard
Product Manager

@Adrian - We will be able to load historical event data from before the launch date (it is possible for us to load data from since an account's creation), but we are still doing performance testing to see number of events that can be stored in a project without negatively impacting report load performance. The most likely scenario will be that there will be a cutoff based on the total events stored in a project and events beyond that limit will be purged under on a FIFO basis.

March 19, 2014 13:50
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Mark Dunkley
OpenDNS

I attended ZenU in Vancouver (March 24, 2014), and asked this question ("When will # replies / per agent / per day be available?").   I was looped back to -> "Agent replies"  (incorrectly) and spent a bit of time today playing with this thinking I must have overlooked this!  However, I realize that the person presenting really didn't understand the question/lack of feature as described in this thread.  I am subscribed to this thread, and will wait patiently for it to come to reality. 

 

Just to clarify, we'd really like to report on an agent's performance, per hour.  I as an agent answered x tickets in the last hour.

This is not available currently correct?

March 24, 2014 16:11