Insights recipe: How many interactions do my agents have via tickets? Follow

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8 comments

  • Avatar
    Matt Searle

    Hi Desiree or Joseph (or anyone else listening out there),

    I've just done this, but it's only showing the count of updates done on the last day in that period that the updater was active, if that makes sense. For example, it's showing that I made 2 public comments in this period but I made 2 comments on Friday (the last day in this period that I was active) alone.

    I'm using the default metrics and am completely stumped.

  • Avatar
    Desiree

    Hi Matthew,

    I'm opening a ticket for you to get more information about your issue. See you there!

    Desiree

  • Avatar
    Gadi Vered

    When trying to filter the how, the value cannot be selected for update role only.

    Instead, the value to filter is 'agent role and name' which forces to select exiting values only or "hard code" names.

    Is this a change in functionlity?

  • Avatar
    Bernd Sawatzki

    Hi,

    this is near to what we want to report, but we want not to count the comments of an agent but count the number of DIFFERENT tickets where these comments are done from the agent ...

    What must we do / change in the report !?!

  • Avatar
    Jessie - Community Manager

    Hey Bernd!

    Do you want to count any ticket where an agent commented, or tickets where they're assigned?

  • Avatar
    PJ Ople

    Hi Jessie, I'm actually looking for something similar to what Bernd requested - i.e. number of tickets in a time period where an agent made at least one public comment, not total # of public comments or assigned tickets.

    Do you have a recipe that would work for this?

    Thanks!

  • Avatar
    Bernd Sawatzki

    We want to count any ticket ( but only ONE count per ticket ) where an agent commented.

  • Avatar
    Dennis Lynn (Edited )

    Hey PJ and Bernd! If you take the metric that is suggested in this article (like # Public Comments) and then change the metric format so that it effectively replaces any value greater than 0 with a "1", that will (in effect) give you what you're looking for. 

    When you are customizing a metric, you have the ability to set the metric format just underneath the metric definition. In this screenshot, I've defined the metric to return a "1" for anything greater than or equal to 1:

    You can see more about metric formatting in the Gooddata article I've linked here:

    GoodData: Formatting Numbers in Reports

    My suggestion would be to duplicate the # Public Comments metric and name it something like "# Public Comments (Counted as one)", Then slice this metric in a report by Ticket ID. You could also filter the report by Updater Role is Agent, Admin - which will ensure you aren't capturing updates made by end-users. If you then also filter by "Updater" and choose your agents, this will ensure you are only counting tickets where your agent made at least one public comment. 

    It's maybe not the most elegant solution, but it's an idea! I'll let our wonderful community chime in if they've come up with better alternatives!

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