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 reassigned from their original group, you can see how well your routing process is working. For example, if Tier 1 reassigns many of its tickets to Tier 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 Tier 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: Easy
Time Required: 20 minutes
- 2 or more groups
- 1 metric
- 1 stacked 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 (T1), intermediate (T2), and complex (T3) 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: Construct the report
Under WHAT, select # Group Reassignments
- This metric counts the number of updates where the group changed.
Under HOW, select Hour of Event and [Text Field] Previous Value
- This shows when the group changes happened, and where the tickets started. For example, if a ticket moves from the Tier 1 group to the Tier 2 group, the previous value would be Tier 1.
Under FILTER, add two “List of Values” filters:
- Date (Event): pick the date range you want to include. This example uses a floating range for “yesterday.”
- [Text Field] Previous Value: pick the groups you want to include. This example uses [Group] Support (T1), [Group] Support (T2), and [Group] Support (T3) to focus on support escalations.
Step 4: Adjust the report layout
- Use the icons in the top right to select the Stacked Bar chart type.
- Click the Show Configuration link in the top right.
In the Configuration section, click and drag the metrics and attributes to this arrangement:
- Horizontal (X) axis: Hour of Event
- Vertical (Y) axis: Metric Values
- Series: [Text Field] Previous Value
You can also adjust the colors for each group. Click Apply when you’re done.
In the Advanced Configuration section, expand the different sections to adjust the report labels as needed.
This example includes boxed labels and totals on each bar:
The example report looks like this:
On this particular day, most escalations were from the T1 group, and there was a big surge around midday. Most T2 escalations were in the morning, while T3 escalations were all in the afternoon.
This is just a small snapshot. Over time, a report like this could show trends with how tickets move between groups, which could help managers understand daily workloads and how agents approach tickets.