How to report on agent updates in Explore (when Agents have been downgraded to End users)?

10 Kommentare

  • Nicole Saunders
    Zendesk Community Manager

    Thanks for posting this, Jacob!

    0
  • bill cicchetti

    Good to know!

    On that note: When an agent is reassigned as an End User (or in some cases Light Agent) what other effect does it have on reporting on agent tickets?  For example does it effect your total ticket counts such as # open #solved?

    0
  • Jennifer Rowe
    Zendesk Documentation Team

    Great recipe, Jacob! Thanks for sharing it.

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Jacob, I love this recipe. Thank you for posting it!


    I've referenced it in the community section of our Explore recipes reference page to help more people find it.
    Explore recipes reference

    Again, thanks so much for posting!

    1
  • Jacob Christensen
    Community Moderator

    Thank you all.

    @...

    The agent downgraded to end-user action only affects queries and metrics that include a filter for those roles.
    While it is possible to have such filters applied on ticket counts, it shouldn't have an impact on your total ticket count.

    If you have the option of downgrading to Light-agents, that will probably be the best solution - the above workaround will not be necessary in that case.

    I hope that helps.

    0
  • Eugene Orman
    Zendesk Product Manager

    @... 

    This is a great workaround. Thank you!

    Just a small suggestion. To make the calculations as fast as possible the best is to use the base attributes. In this case, it is better to use [Updater organization name - Unsorted] instead of [Updater organization name]. 

    So, the example formula will be:

    IF ([Updater organization name - Unsorted] = "The Agent Org")
    THEN [Update ID]
    ENDIF
    1
  • Jacob Christensen
    Community Moderator

    Thanks, @...!
    I've added a note and linked to your comment in the post.

    0
  • Bill Hollowsky

    Thank you!  I will checkout the solution.

    0
  • Ed Ball

    Quick question...

    If we have an agent that answered some tickets in January. At the end of that month the agent left the company. The ORG they were assigned to was removed along with being changed to an end user. Will that persons work be counted if we report on 'Last Month' in February?

    0
  • Dave Dyson
    Zendesk Community Manager
    That can depend on what you did with the agent. We recommend reassigning any non-Closed tickets, downgrading the agent to End-user, and then suspending the agent's access: see Best practices for removing agents
     
    If you deleted the agent entirely, then any non-Closed tickets assigned to the agent would have been reassigned to their Group: What happens to the tickets of a deleted user?
     
    At this point, it's likely that those tickets they answered would be closed already, and Closed tickets can't be modified, so they'd remain assigned to the agent.
     
    0

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