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

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9 comments

  • Avatar
    Adi

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

  • Avatar
    Mandeep Singh

    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. 

  • Avatar
    Kim Lake

    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.

  • Avatar
    Jessie - Community Manager

    Hi Kim!

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

  • Avatar
    Kelly Guevara

    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?

  • Avatar
    Kim Lake

    @JessieSchutz any update on this?

  • Avatar
    Jessie - Community Manager

    Hey Kim,

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

  • Avatar
    Daniel Cooper

    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. 

  • Avatar
    Daniel Cooper

    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. 

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