Skill Level: Beginner
Time Required: 20 minutes
This recipe provides a simple method to see how many tickets are getting assigned to your agents each day. For example:
Creating the report
Click the Reporting icon ( ) in the sidebar, then click the Insights tab.
Click the GoodData link in the top right corner.
In the top menu, click Reports , then click Create Report .
Open the What menu and select # Ticket Updates.
Open the How menu and select Date (Event) and [Text Field] New Value.
Click Filter and set Text Field to Assignee.
Add another filter to remove the tickets that are being reassigned without an assignee (could be an assignment to another group).
Filter: [Text Field] New Value is not (empty value)
To view the most recent activity, add another filter, restricting the Week (Mon-Sun)/Year (Event) attribute to last week.
Double click the # Ticket Updates header cell in the first column to rename the metric within the context of this report.
I named it # Ticket Assigns. After you finish typing the name, press Enter.
This will give you the total number of times tickets were assigned to an agent. Please keep in mind that this can double-count single tickets if they are bouncing between agents.
If you want to look at the number of tickets that were assigned to a specific group , repeat the steps above. The only changes should be that the filter will be looking at Group.
This data may be a bit too granular for your needs. If that is the case feel free to change the How to look at Month/Year (Event) or Week (Mon-Sun)/Year (Event) instead of Date (Event).