Agent touches in Insights

Disclaimer: This article is provided for instructional purposes only. Zendesk does not support or guarantee custom reports. Please post any issues you have in the comments section or try searching for a solution online. 

Question

We want to analyze our support team activity more closely, beyond the number of solved tickets. Can we report on agent touches in Insights? 

Answer 

Yes, it is possible to report on the agent touches, but you'll need to decide which agent activity you want to track. Here are few options to consider.

Ticket comments  

If the goal is to analyze the number of comments posted by the agents, then you can use the following default metrics: # Total Comments, # Public Comments, and # Private Comments.

 

Ticket Updates 

If you want to track not only the comments posted by agents but other ticket updates too, use the default # Ticket Updates metric.  The formula of this metric is: SELECT COUNT(Ticket Updates, Ticket Text Field Change). It returns ticket events during which at least one ticket text field value was updated.

What is considered a ticket text field in Insights?  The text field is any non-numeric ticket field excluding tags and comments. The most frequently used text fields are status, priority, group, assignee, custom drop-down, and check box.

Ticket comments, tags, and numeric fields are not part of the Ticket Text Field data set, which is why such events aren't counted by the # Ticket Updates metric. For instance, if an agent posts a comment without changing the ticket status or any other ticket properties, this update will not be captured by the metric. 

Total Ticket Updates 

If your reporting purpose is to track each and every ticket update submitted by agents, then you can create this simple custom metric: SELECT COUNT(Ticket Updates). For more information about metric creation, see Creating custom metrics in Insights.

 

Once you decide which metrics you'll be using, go ahead and create the report.  Slice the report by the Updater and filter it by the Updater role attribute. Additionally, use event date attributes like Date (Event), Week (Mon-Sun) (Event), or Month/Year (Event) for filtering or slicing the report.  

 

For example, you can create the following report: 

 

To create the report 

1. Click the Reporting icon () in the sidebar, go to Insights > GoodData.

2. In the top menu, click Reports.

3. Then click Create Report button in the top right corner.

4. Open the What menu and select one or all of the metrics: # Ticket Updates, # Total Ticket Updates, # Total Comments, # Public Comments and # Private Comments.

5. Open the How menu and select Updater and one of the event date attributes.

6. Open the Filters menu and click Select from a list of Values.

7. Select Updater Role attribute, select Agent and Admin values.                                                     

8. Open Filters menu and click Select from a list of Values.

9. Select a date event attribute and set a floating range.