Insights recipe: How many tickets are assigned to my agents each day

Have more questions? Submit a request

27 Comments

  • Adi
    Comment actions Permalink

    Why would you select How to be "[Text Field] New Value" and not simply "Ticket Assignee"?

    0
  • Mandeep Singh
    Comment actions Permalink

    Hi Adi,

    The report is built to provide a simple method to see how many tickets are getting assigned to your agents each day. 

    In a normal day, your agent may get a ticket assigned to them and then they route that ticket to a different agent or team. This report allows you to track that ticket which lets you know that it was at some point assigned to that agent. This is why you have to use "[Text Field] New Value".

    "Ticket assignee" will only show you tickets that the agent is currently assigned to. It will not be able to take into account tickets that were assigned to the agent and which the agent ended up escalating to a different team or another agent. 

    If you were to look at the numbers for "[Text Field] New Value"  and "Ticket assignee" - you will notice that the numbers differ because they are reporting two different things. 

    "[Text Field] New Value" = # Ticket assigns: number of tickets the agent was assigned

    "Ticket assignee" - number of tickets currently assigned to the agent

    I hope this helps clarify. 

    1
  • Kim Lake
    Comment actions Permalink

    Hi there - what is the recipe if we want to count # unique tickets assigned to an agent or group and worked on within a specified period of time, rather than # times an agent updated a ticket? We want to exclude repeats if agents are updating the same ticket several times, as this would affect our overall ticket volume numbers.

    0
  • Jessie Schutz
    Comment actions Permalink

    Hi Kim!

    Let me check with some of our Insights experts to see if they can help you! Stand by.

    0
  • Kelly Guevara
    Comment actions Permalink

    Hello - I was hoping to leverage a report similar to this to help Leads with ticket assignment. Our leads need a way to quickly see the total number of unsolved tickets assigned to each agent, so that they are not assigning too many tickets to 1 person. How can I create a report (assuming I can get it into a dashboard view) to show all agents and a count of all unsolved tickets - at that current time?

    1
  • Kim Lake
    Comment actions Permalink

    @JessieSchutz any update on this?

    0
  • Jessie Schutz
    Comment actions Permalink

    Hey Kim,

    I'll ping the Mods again. Hopefully someone is around today. :)

    0
  • Dan Cooper
    Comment actions Permalink

    Hi Kim, 

    I started digging into this, you could get a count of unique values by adding Ticket Id to your “How” column in Insights.  This will group all of your updates into unique values based on ticket type. 

    I ran out of time as I started looking at how to filter by updates within a time period.  There are metrics for Last Updated, but that wouldn’t give you every update to a ticket in that window. However, I’m thinking that Date (Event) or Date (Timeline) might work for filtering - but that’s a guess on my part. If I had some time today I’d dig in, but I’d recommend trying those for now and maybe those would work. 

    0
  • Dan Cooper
    Comment actions Permalink

    Hi Kelly, 

    You should be able to create a report as shown below:  

    WHAT: # Tickets

    HOW: Ticket Assignee

    Filter: Ticket Status is not Solved/Closed

    Note that this report would only refresh as often as your Insights does (1 hour on enterprise, 1 day for lower plans if I remember correctly)

     

    You could also use Views using a condition that looks for assignment to a specific agent.  This could work well for immediate counts but won’t scale well if you have more than a few agents to track this way. 

    0
  • Lindsey
    Comment actions Permalink

    Just curious, does this take into account the tickets that agents assign to themselves, or only tickets that are assigned to them? Thanks!

    0
  • Jessie Schutz
    Comment actions Permalink

    Hey Lindsey!

    I believe that this just pulls the number of tickets assigned to an individual agent, without regard to who actually did the assigning. Is that something that you'd need to filter out?

    0
  • Lindsey
    Comment actions Permalink

    Hi Jessie!

     

    No, I was just curious if that was already a factor. So is there a way to compare this to how many tickets are solved by assignee each day? I've been trying out some different combos but I think it might be too much information. Thanks for looking into this!

    0
  • Jessie Schutz
    Comment actions Permalink

    Hey Lindsey! Sorry for the delay in getting back to you here.

    Do you mean that you want to compare the number of tickets assigned to themselves vs someone else to the total number of tickets solved each day?

    0
  • Lindsey
    Comment actions Permalink

    Hi Jessie!

    Not a problem! I guess I was hoping to be able to see a comparison view of how many tickets are assigned to an agent vs how many they've solved for the day, yes. So assigned tickets vs solved tickets per agent. But I'm not quite sure how to enter those metrics in for that comparison to happen. I hope that makes more sense. 

    So for instance, Agent A was assigned 75 tickets, but only solved 30. Agent B took 100 tickets, and solved 60. 

    0
  • Jessie Schutz
    Comment actions Permalink

    Hey Lindsey! Sorry for the delay again!

    I'm going to see if I can find one of our Community Moderators to help you out with this. I don't see anything that jumps out at me for counting the number of tickets assigned, but I'm definitely not an Insights expert so they should be able to help you out. :)

    0
  • Sheldon Obst
    Comment actions Permalink

    Is it possible to do this same report except separate out by group? Using this example if, Joseph is part of Group 1 and Group 2 is there a way to separate out how many tickets were assigned to Group 1 Joseph and Group 2 Joseph.

    0
  • Jessie Schutz
    Comment actions Permalink

    Hi Sheldon! Welcome to the Community!

    I'm going to check with our Community Moderators to see if one of our Insights experts can help you with that. I think it's possible but I'm not sure how you'd built. Stand by!

    0
  • Graeme Carmichael
    Comment actions Permalink

    Sheldon

    Yes, you should be able to just add the ticket group to the How section to separate Joseph's different group activity.  

    0
  • Sheldon Obst
    Comment actions Permalink

    My bad, I didn't really detail that one. I guess what I actually mean is, is there a way to tell the group that it was done under if that ticket changes group afterwards. Group 1 Joseph and Group 2 Joseph work their respective tickets and then escalates it off to a different group. If you were to add ticket group it would show the ticket group the ticket is currently under so you wouldn't know which ticket group Joseph worked the ticket under.

    1
  • Brian Gilman
    Comment actions Permalink

    Great article as I have heard Zendesk refer to the 'Damage to Queue' metric that is used internally.  The report seems to be working and our team really likes the idea versus just looking at solved numbers.

    Now the question is, how am I able to incorporate this on an insights dashboard using the user filter?  It seems that the typical method of the 'Disconnected User Filter' does not work in this situation.  Any ideas? 

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Brian,

    Are you receiving some sort of error when you apply the User Filter? Or are there no results displaying on your end? Any additional information you can provide is greatly appreciated.

    Thanks!

    0
  • Brian Gilman
    Comment actions Permalink

    Hi Brett,

    I've tried various forms of filter for the disconnected user filter for the dashboard and typically get 'Report not computable due to improper calculation'.  I'm assuming this is be cause the user field being used is [Text Field] New Value?

    One example is:

    [Text Field] New Value where _Filter Ticket Assignee (Historic) is greater than 0 

    Thank you!

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hi Brian,

    I reached out to one of our Insights gurus here and it looks like the User Filter will not work here since you're using [Text Field] New Value. It's recommended that you either use the Updater or ** Ticket Assignee** attribute in this case. I wouldn't use the Ticket Assignee (Historic) attribute if you're trying to determine queue damage since this would capture the assignee at the start of the update. This may not be helpful here since tickets are unassigned at the start.

    Hope this helps!

    0
  • Elena from Talixo
    Comment actions Permalink

    Is it possible to change it to how many thickets has an agent REassigned to themselves?

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Elena,

    I'm not aware of a way to track this information, unfortunately. Perhaps other users can jump in and offer up some alternatives for you.

    1
  • Elena from Talixo
    Comment actions Permalink

    Unfortunately, it's crucial for getting the correct data for reporting in case an agent reassigns cases to boost their own productivity. I really hope someone knows how to filter that, otherwise cases must be checked 1 by 1. 

    0
  • Dan Cooper
    Comment actions Permalink

    Elena from Talixo

    In a scenario where you discover than an agent is doing this would it be better to address this from a coaching / managerial perspective?  Reporting as a tool may help surface this, but I'd think that this should be an edge case which could be handled through a managerial process when it's found.

    There are all kinds of reports that can be created to track agent avoidance and circumvention but in many cases those reports should largely be empty of data with a team that is doing what they should. I found these kinds of reports to be a catch-22 in past roles.  They would be a top priority to catch one bad employee and never be used again but the time to build a report to catch the behavior spent a lot of our reporting teams time to create a method to find these scenarios that could have been used for other tasks. While finding these cases 1 by 1 is tedious - if you have already found them, you may have already found the problem and can address it directly with data you may already have. 

    However, I will acknowledge that these would be great features for Zendesk to provide to help managers find bad behaving agents proactively.  I would assume an agent assigning tickets to themselves would be one of these behaviors.  Or even rapidly toggling assignees from one group to another. 

    If you could take the time to describe your use case in the Product Feedback community - it could drive some greater visibility to this need to maybe drive some action and some attention from others in your position that have similar needs. 

    1

Please sign in to leave a comment.

Powered by Zendesk