Insights recipe: Agent contributions at the update level

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12 Comments

  • Andreas Schuster

    Hi,

    i really appreciate this article, it already helped me so much.

    However i am stuck since 2 hours on finding the statement to read out average number of public replies to solve a ticket. (per agent)
    I am trying to start with your code in this example, but so far no luck.
    Could you give me a hint?

    Best,

    Andreas

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  • Brian Manning

    Hi Andreas - Once you get into the ticket updates the metrics can get a bit tricky. If you want to get an average number of public comments made by the assignee on a ticket I'd try something like this.

    If you divide that by the "# Solves by Updater" metric above you should get the average for tickets and comments made by the assignee. In this case be sure to slice by the "Updater" attribute and not "Ticket Assignee".

    Here's the plaintext syntax from that screenshot.

    SELECT IFNULL(COUNT(Ticket Updates), 0) WHERE Ticket Status IN(Solved, Closed) AND Updater ID (fact) = Assignee ID (Fact) AND Updater Role IN (Agent, Admin) AND Public Comment = true

     

    This is just off the top of my head. I'd give it a try and see if that does the job. If you have any trouble reply here and I'll spin up a ticket for you so we can dig a bit deeper.

    Cheers!

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  • Walter Padilla

    I've been stuck trying to create the #Solve Assists Metric because I am unable to find the value below where it is listed 

      • true is in Attribute values

    Can I be told where to find it, or if this has been updated and changed?

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  • Ricardo

    Hello, Walter!

    I believe we have already talked about this issue in a ticket, but in any cases, I was able to recreate the metric and I managed to find the value true under the Attribute Public Comment:

    Please remember when using Attribute Values, firstly you need to select the Attribute and only then you will be able to select its value.

    Hope this helps.

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  • Brad Harris

    First of all, this recipe is super helpful!

    I'm looking to modify this slightly to simply collect the number of updates by agent (updater) on all tickets created within the specified month, solved tickets aren't really a metric we track.

    We have a custom app that is (supposed to be) adding a tag of the agent's name to a ticket any time that agent contributes to the ticket. At the beginning of each month, we look at how many tags that agent has on relevant tickets, and boom - we have what we want for agent ticket activity. The app doesn't quite work and it causes some other annoying problems as well, so we would like to ditch it.

    Could someone help suggest a modification to this report that can give me a result closer to what I have above?

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  • Graeme Carmichael

    Brad

    Have a look at this comment. This shows the number of tickets updated by an agent. Sounds like it is similar to what you are after?

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  • Chuck Tommervik

    I'm trying to broaden the measurement a little and get a count of all public comments by an agent on tickets not assigned to them. I think I've got the metric:

    My question is how this is going to measure updates on Unassigned tickets. When an agent updates an Unassigned ticket, the ticket is automatically assigned to the agent. Does this metric compare the Updater ID to the Assignee ID at the time of the update (meaning it would include updates to Unassigned tickets here?) or does it compare Updater ID to the Assignee ID at the time of running the report (so it would not include those updates here since the ticket has been assigned to the updater)?

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  • Jessie - Community Manager

    Hey Chuck! Welcome to the Community, and apologies for the delayed response!

    We're checking with some of our Insights experts to see if we can find an answer for you on this. Sit tight!

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  • Angel Altura

    Hi Chuck,

    Thank you for raising this up to us. 

    The report will show the data based on what Date attribute you use to slice the report. If you do use Date (Event) to slice your data, the report will show the metric will compare the Updater ID to Assignee ID by the time any update was done. However, if you use other Date attributes such as Date (Ticket Assigned) it will compare the by the time the action (Ticket Assigned) was done. 

    Hope this helps. But if you have any other concerns, please feel free to let us know and we will be happy to assist you.

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  • Jacky Feng

    Hi there, I have been inspired by this post to do stronger analysis of our agent's performance with Ticket Updates reporting.

    A report I'd like to build is one that would tell me how long each Ticket Update has taken and what issue was addressed by the Ticket Update. Our agents will be filling out an 'Issue addressed by the Ticket Update' field each time they update the ticket. I've attached a screenshot of what the report I'm after looks like (google sheets mock up).

    The reason for this is because in one ticket, our customers/agents generally cover a variety of issues before it's solved. Therefore, it's unfair to say that the whole time spent solving the ticket was because of 1 issue when there were actually 3 issues covered throughout the whole ticket, for example.

    When building the report, I select the metric to measure the ticket update handling time (SELECT Total time spent (min) - new By Ticket Updates) in the 'What' section, which is fine. I then select 'Ticket ID' and 'Ticket Updates' under 'How', which also works. However, when I try to select '[Text Field] New Value' attribute under 'How', it can't be selected.

    I've had a look around some articles and it seems that it's because the Ticket Updates dataset isn't linked with the Ticket Text Field Changes dataset.

    Is there a way to link 2 unlinked datasets?

    Am I doing something wrong, is there another way I can build this report?

    Any help would be appreciated. Thanks in advance!

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  • Stephen Fusco

    Hello Jacky, 

    I see you already have a ticket open with us on this with Dan. He will be able to work through any specific questions you have regarding your report. 

    To address your question more generally though, there is no way to connect 2 datasets that are unlinked. The best solution is to build separate reports and display them together on the same dashboard. 

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  • Bill Cicchetti

    First of all thank you for the recipe. Its a great help.  There is one tweak Id like to do.  Id like to identify the number fo tickets someone not assigned to the ticket closes.

    Ex

    Agent A is assigned to the ticket

    Agent B updates the ticket and sets it to solved.

     

    Suggestions?

     

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