Agent touches in Insights

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40 Comments

  • Jitendra

    Hi Brett, I got another query. I am trying to create similar report to above article on the top. So I have put Private comments, public comments, ticket updates, total comments, total ticket updates, private comments and data is spread by date(event), ticket id, updater, updater role(Agent and admin). The only difference is: I want report for last month solved tickets. So if I put last month solved filter, will I get data for tickets which were created before that and have some update before last month?

    In nutshell, I want all types of updates but they must be solved in last month.

    Thanks

    Jitendra

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  • Brett Bowser
    Zendesk Community Team

    Hi Jitendra,

    I've passed along your question to our Customer Advocacy team in your existing ticket you have with them :)

    They'll be able to assist further.

    1
  • Elise Alley

    Hey!  So, what I'm wanting to see is the average number of touches per ticket by agent by month, not just the overall number of touches.  I'd also like the average number of touches per ticket for the whole team.  Is that something I'd be able to see?  And, if so, how would I do that?  

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  • Graeme Carmichael
    Community Moderator

    Elise

    The average touches per ticket is:

    To give the average touches per agent per month:

    You can substitute 'Updater' with Ticket Group but the values will only relate to the final group of the ticket and not where the touches were originally made. 

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  • Elise Alley

    @Graeme - Thanks for that!

    I've followed the instructions you provided but I'm not sure where/how I'm supposed to input that first line you provided?  I'm just getting the number of ticket updates, not the average like I'm wanting.  

     

    So what have I done wrong?  

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  • Graeme Carmichael
    Community Moderator

    Elise

    You need to create a new custom metric to perform the calculation. See this article for creating custom metrics.

    The first line I provided is the custom metric definition that you need to reproduce.

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  • LD Admin

    Hello,

    Does the #Public Comments filter count the agent and the customer's comments/replies as well?

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  • Graeme Carmichael
    Community Moderator

    LD

    Yes, #Public Comments includes both agent and end user public comments.

    # Replies is the number of public comments by an agent.

    You can find a full reference of metrics here.

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  • Matthew Sadler

    I want to add number of calls both inbound and outbound to my agent touches metric to get a better handle on production but cannot seem to make the report work for this, any help that you could offer would be appreciated.

     

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  • Brett Bowser
    Zendesk Community Team

    Hey Matthew,

    If you use the Inbound Calls and Outbound Calls metric, that should give you both inbound and outbound calls for an agent.

    Let me know if that doesn't get you what you're looking for.

    Cheers!

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