Explore recipe: Comparing an agent's tickets to the rest of the agent's group

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3 Comments

  • Teki

    Hi.  The issue i have with this approach is that you will need to hard code each agent name.  Is there a way to use the same principle but compare any agent against the team he/she is in.  We have created a set of agent names as an attribute. (using the SET in the calculated attributes in a query.) 

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  • Derrek Jennings

    Hello
    What would this look like if we wanted to compare solved cases per month over the last 12 months? And that would be the final solved, I do not want to double count solved instances.

    So I want to see

    Ticket Group X Solved cases (displaying monthly for the last 12 months)

    Team Member A Solved Cases (displaying monthly for the last 12 months)

    Thank you

     

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  • Giuseppe
    Zendesk Customer Advocate

    Hi Derrek,

    We can do this by modifying the Calculated Metric to only include the Solved tickets. As per the article Metrics and attributes for Zendesk Support, the formula for the Solved Ticket metric is:

    IF ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed") THEN [Ticket ID] ENDIF

    We can add this to the above formula like this:

    1.) Create the metric for the agent:

    IF ([Assignee name]="Madison Davis" AND [Ticket group] = "Support") AND ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed")THEN [Ticket ID] ENDIF

    2.) Create the metric for the group:

    IF ([Ticket group] = "Support") AND ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed")THEN [Ticket ID] ENDIF

    You can then add these 2 to the Metrics. Then in the Rows, add Ticket Solved - Month attribute, which you can then filter to only show the the last 12 months.

    Thank you!

     

     

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