Insights: Solved tickets by agent Follow

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9 comments

  • Avatar
    Lee Candelaria

    Hello,

     

    I have been looking online for help to create a customized report that shows tickets that took more than 48 our to resolve within a given time period.  I can't seem to find anything regarding this specific metric.  Can it be done in Insights?

     

  • Avatar
    Madison Davis

    Hi Lee! You can definitely measure this in Insights. Here's what I'd recommend:

    WHAT - Full Resolution Time (hrs) [Mdn]

    HOW - Ticket Id

    FILTER - Create a numeric range filter for Ticket Id where Full Resolution Time (hrs) [Mdn] is greater than or equal to 48. That filter would look like this:

    You can also select a Full Resolution Time metric within business hours, if you have them set up - that would be an attribute called "[Biz Hrs] Full Resolution Time (hrs) [Mdn]." 

    If you want to add a date filter (for example, you just want to see tickets with > 48 hours full resolution time from the month of April), you could add a filter for Date (Ticket Created) or Date (Ticket Solved). 

    I hope this helps get you pointed in the right direction!

  • Avatar
    Adi Ravia

    Hi, 

    Is there a way to show the agents average on the same graph as the tickets by agent? I know there's a way to add an average in a table format, but can't find it in graph format. 

    Thanks

  • Avatar
    James Sanford

    Hey Adi!

    In order to show another datapoint like this you would not be able to use the add Average column as you can do in table format.  You would need to include an additional metric on the report that provides that Average based on the metric configuration.  A good reference for how to configure your report to reflect multiple data points in this manner will be the "customize your report" section in https://support.zendesk.com/hc/en-us/articles/219101987.

  • Avatar
    Adi Ravia

    @james 

    Thanks! 

    I can't find a recipe anywhere for how to go about creating this average metric. I tried creating a metric that divides the total number of solved tickets by the number of agents but wasn't able to truthfully represent "total number of agents". 

    Any ideas?

  • Avatar
    James Sanford

    Hey Adi!

    Although you can do mathematical functions I would recommend just using the Avg Aggregation (https://help.gooddata.com/display/doc/MAQL+Expression+Reference).  

  • Avatar
    Kristina Drosos

    Has anyone tried to build a graphic representation of assigned tickets vs solved ticket per agent for a "last week"? 

  • Avatar
    Jessie Schutz

    Hey Kristina!

    Can you explain in a little more detail what you mean by a graphic representation?

  • Avatar
    Adi Ravia

    @james

    Hey James, still unable to do this properly. 

    The issue is I'm trying to do a graph of # Tickets by assignee. When I add the average metric, it also slices it by assignee and gives the average for that agent.

    Any ideas?

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