Discover how much your agents are interacting with customers and with each other
This recipe provides a simple method for digging into your agent activity using the Updater attribute. Insights identifies the agent, admin, or end-user who updates a ticket as the “updater.” The report below reveals how many times your agents updated their tickets with a comment.
Skill Level: Beginner
Time Required: 20 minutes
Ingredient list
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1 Insights stacked bar chart
- A team of commenting agents!
Instructions
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Click the Reporting icon (
) in the sidebar, then click the Insights tab. Click the GoodData link in the top right corner of the panel.
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In Insights, in the top menu, click Reports, then click Create Report.
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Open the What menu and select both # Private Comments and # Public Comments.
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Open the How menu and select Updater.
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Click Filter and add a new filter to set Updater Role equal to Agent.
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To view the most recent comment activity, add another filter, restricting the Week (Mon-Sun)/Year (Event) attribute to last week.
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Use the icons in the top right to select the Stacked Bar chart type.
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Click the Show Configuration link in the top right. Click and drag the metrics and attributes so that Updater is on the Horizontal (X) axis, Metric Values is on the Vertical (Y) axis, and Metric Names is assigned to the Series. Click Apply.
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Your finished report should look like the one below. You can use the Show Configuration menu to change the colors, add labels, and adjust the font size, if desired.
Comments
3 comments
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.
Hi Matthew,
I'm opening a ticket for you to get more information about your issue. See you there!
Desiree
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?
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