See whether your support requests are being efficiently passed to the best group to handle the issue.
This recipe uses the event time dimension to display how often tickets are reassigned from one group to another.
There are three groups in our example - one each for simple, intermediate, and complex tickets - and we aim to route each ticket to the best group for the job. By measuring how many tickets are re-assigned from their original group, you can see how well your routing process is working. For example, if Level 1 reassigns many of its tickets to Level 2 around noon, you may want to speak to the agent who is in charge of routing tickets in the morning and make sure they are not sending tickets to Level 1 that are too difficult.
This report keeps track of ticket updates by the hour. In particular, we are interested in updates to the Group field, broken down by the hour, but it is possible to count up any type of ticket update by any unit of time.
Skill Level: Intermediate
Time Required: 40 minutes
2 or more groups
- 1 custom metric
1 bar chart
Step 1: Make sure you have at least two groups set up in your Zendesk.
To make this report, you’ll need at least two groups. If you haven’t set up any groups yet, you can do so at Manage > People > Add Group.
Most companies set up their groups based on the different ways their agents interact with tickets. For example, some customer issues are easy to resolve and can be answered in a macro; others require complex troubleshooting from agents with deep knowledge of the product. In our example, we have three groups, one each for simple, intermediate, and complex tickets. The report we are about to build will help us keep track of whether tickets are being routed to the right group.
Step 2: Create a new Insights report.
Click the Reporting icon ( ) in the sidebar, then click the Insights tab. Click the GoodData link in the top right corner of the panel.
In Insights, in the top menu, click Reports, then click Create Report.
Step 3: Create a custom metric to track the group reassignment event.
Open the What menu and click the advanced link under the Metrics column. Select Custom metric .
- Call your custom metric "# Group Reassignments" and build using the syntax in the screenshot below. Note that "# Tickets," "Text Field," and "Group" will have to be selected from the Elements menu on the right. You can double-click something from the Elements menu to insert it into the metric definition. The paths to find these objects in the Elements menu are below.
- Metrics > # Ticket Updates
- Attributes > Ticket Text Field Changes > Ticket Field
- Attribute values > Ticket Text Field Changes > Ticket Field > Group
- Click Add. Your new custom metric will appear in your metric list under Report Specific Metrics .
Step 4: Add dimensions to see how often the event occurs and who initiates it.
Open the How menu and add Event Hour of Day. You can choose to track the number of events that occur by day, week, month, or year, but to monitor day-to-day support activity, counting this event by the hour is more useful.
Also in How, add [Attribute] Previous Value. The “Attribute” here refers back to the # Group Reassignments metric, which tallies up changes that happen on the “Group” attribute of a ticket. By selecting the previous value of the group attribute, we’re capturing the number of ticket reassignments, and slicing it by the group that owned the ticket when it was reassigned.
Step 5: Customize the report.
In Filter, choose Date (Event) and set it equal to yesterday.
Use the icons in the top right to select the Stacked Bar chart type.
Click the Show Configuration link in the top right. Click and drag the metrics and attributes so that Event Hour of Day is on the Horizontal (X) axis, Metric Values is on the Vertical (Y) axis, and Attribute [Previous Value] is assigned to the Series. Click Apply.
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.