Insights recipe: Reporting on customer satisfaction by agent

 

Zendesk is removing Insights reporting on February 5th, 2021. If you are using Insights, you need to move to Explore, the latest generation of reporting for Zendesk products, before that time. If you need more time to move to Explore, you can apply for an extension using this form before January 22, 2021.

Many of the customer satisfaction report you'll need come prebuilt in Insights. But if you want to report on satisfaction ratings by agent, you can build a custom report.

For a version of this recipe for Zendesk Explore, see here.

To build a custom report that shows satisfaction ratings by agent

1. Click the Reporting icon ( ) in the sidebar, then click the Insights tab.

2. Click the GoodData link in the top right corner of the panel, then select Reports > Create Report.

3. Set up the What, How, and Filter for your report as follows, then click Done when you are finished.

• What:  # Solved Tickets, % Satisfaction Response Rate, Satisfaction Score %

• How:  Ticket assignee

• Filter:

• # of Satisfaction Survey Offered is greater than 30

• Date (ticket solved) is the last 30 days

• Top 5 ticket assignee by # solved tickets

• Include a bar for % satisfaction response rate

Insights will not automatically separate your percentage metrics onto their own axes. To do this, you will need to create custom formatting. 

To add custom formatting to your report

1. To the right of the chat icon options, click the Show configuration link. 
2. Under the main Configuration heading, click Metric Values from the Vertical (Y) drop-down list. 
3. Select the following axis for each metric. 
   • # Solved Tickets as Primary
   • % Satisfaction Response Rate as Secondary
   • Satisfaction Score % as Secondary

     

4. Click Apply
5. Under Advanced Configuration, click the + button next to Axis Y.
6. Click the + button next to # Solved Tickets. 
7. Enter the following settings:
   • For Chart type, select Bar Chart
   • For the Axis max, select 100
   • Check the Name and Labels boxes for Rotation

     

8. Click the + button next to Value, then enter the following settings:
   
   • For Chart type, select Bar cart
   • Check the Name and Labels boxes for Rotation.

     

9. Click the + button next to Global Settings, then enter the following settings:
   • Check the boxes for Data Labels, Boxed, Legend, Gridlines. 

     

10. Click Apply. 

Here's how your final report will look.