Agent Productivity - Solved, Pending and On Hold
I'm having some trouble trying to find out how many tickets each of my agents handles per day (solved + pending + on hold). I can find # of solved tickets per day but I really want to account for all tickets they handle daily. Im hoping someone here can help me as I haven't found a solution through support.
Hi Bilan Jenkins, you can create a standard calculated metric in Explore to see this (under the Updates history dataset), but just to clarify: do you want to consider agent updates when the ticket status was Pending/Hold/Solved, or only agent status updates (i.e. when they changed the ticket status to Pending/Hold/Solved)?
Pedro Rodrigues I'd like to do the same as the original poster but don't understand your question.
How would I go about reporting on all updates by agent who either updated a ticket to pending, solved, or on hold?
My end goal is to produce one metric for: total tickets created - tickets updated to pending, solved, or on hold by date the ticket was created
Pedro Rodrigues thanks for your reply! I too am a bit confused by your question. Here is an example of what I am looking for:
- I have 5 agents on my team
- There are 500 new emails in our queue
- Each agent is expected to reply to at least 100 of those new tickets per day. This means that they should be moving a minimum of 100 tickets into solved, pending and/or on hold each day
I hope that clarifies what I am looking for!
Hello Tres Moore/ Bilan Jenkins you can achieve this with a standard calculated metric or attribute.
For example, under the "Support: updates history" dataset, let's create a standard calculated attribute to validate the cases we want. We'll name it "Admin • Agent status update":
IF [Updater role] != "End-user" AND [Changes - Field name] = "status"
AND ([Changes - New value] = "solved"
OR [Changes - New value] = "pending"
OR [Changes - New value] = "hold")
In our report filters, let's add our new ""Admin • Agent status update" attribute and filter it to show the "Valid" cases.
That's it. We now can build a report based on these status updates by agents.
To see these updates per agent, we'd add "Updater name" to the report rows.
Hope this helps!
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