Historical agent activity by Ticket ID

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18 Comments

  • Hemang Shrimanker Contractor
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    We have a requirement to track agent work for the last week. 
    We want to track the effort spent by agents. 
    So, even if the agent has touched the ticket (say added comment, assigned to some other team, solved the ticket etc.) we would like to know about any such tickets.

    We tried this using following configuration in report: 
    What: Ticket Updates 
    How: Updater 
    Filter: 1. Updater is Agent: XYZ 
    2. Week (Sun-Sat)/Year (Ticket Last Updated) is last week

    But this report is not providing the required data. 
    It also gives the ticket information if an agent has updated the ticket more than a week back but somebody else has provided an update on the ticket. 
    For example, an agent XYZ has updated the ticket Ticket1 2 weeks back (so satisfying the first filter condition) and say an agent ABC updates the ticket last week (satisfying the seconf filter condition). 
    So, the report is returning Ticket1 in the output which is not expected as Agent XYZ has not updated this ticket in the last week.

    Request your help in this regard as it is very important for us to track the agent effort in this way. And I am preety sure there would be a way to track this effort in Zendesk.

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  • Jessie Schutz
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    Hi Hemang! 

    I'm going to check with some of the Insights experts among our Community Moderators and see if anyone can help you out!

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  • Hemang Shrimanker
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    Hello Jessle,

    Thank you !!

    It would be great if I could get some help on this as this will really help us to track the agent effort in a better way.

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  • Graeme Carmichael
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    Hi Hemang

    Fortunately, there is an easy solution here. Rather than filter by Ticket Last Updated, instead, use 'Date (Event)'.

    You can validate your data by placing more details in the body of your report before removing them for your final version. Here is an example (dates are UK format dd/mm/yyyy')

    Click on the ticket ID to jump into support and see the ticket. Change the the detail from 'Conversations' to 'Events' to list all ticket updates as some of the updates captured on the report will not be displayed under the conversation list.

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  • Hemang Shrimanker
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    Hello Graeme,

    This is really helpful.

    I am able to get most of the data using this filter.

    However, if the agent has just added a comment to a ticket without assigning it to anybody or without changing the status of the ticket that ticket is not shown in this report.

    We expect this kind of updates to a ticket also shown in the report.

    Is there any way to achieve this ?

     

    Best Regards,

    Hemang Shrimanker

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  • Graeme Carmichael
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    Hemang

    Those updates will still show up on the report. The interface to Insights is not real time. Depending on your plan it may take over an hour or a day for updates to appear.

    If you are not seeing the ticket either the interface has not brought it over yet, or you have a filter excluding the ticket. For example, a filter on ticket status.

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  • Christopher C.
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    Hello,

    I want to show an agent satisfaction for the last week next to the agents total tickets solved for the week. I am using the ticket assignee (historic) but when I try to combine it with my metric that I created it gives me this error.

    How can I make it work with my ticket assignee metric?

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  • Graeme Carmichael
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    Christopher

    The historical data set does not include satisfaction details.

    Instead, try this:

    WHAT 

    • # Satisfied
    • # Unsatisfied
    • % Satisfaction Score
    • # Solved Tickets

    HOW

    • Ticket Assignee
    • Week (Mon- Sun)/ Year (Ticket Solved)

    FILTER

    • Week (Mon- Sun)/ Year (Ticket Solved)  is Last Week

     

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  • Christopher C.
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    Thank you for the quick response Graeme!

    Unfortunately using the Ticket Assignee is not as accurate as the Ticket Assignee Historic, because when a customer leaves satisfaction with Ticket Assignee it is possible that the agent can assignee it to another agent and then they have essentially pushed the positive or negative feedback on another agent. With Ticket Assignee Historic, once the satisfaction is given, it is locked to the agent that solved the ticket last. Is this a correct interpretation? This is why I prefer the historic metric. 

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  • Graeme Carmichael
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    Christopher

    Yes, I see your point. There may be a way around this using the system field history.

    However, just as an observation. A ticket may have passed through multiple agents up to the point when it is rated by the customer. So the agent at point of rating may be inheriting the baggage of other agents and may not be a fair reflection of their performance.

    However, the idea of at least locking down the agent at one point so that the score does not move is interesting.

    Let me have a think.

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  • Christopher C.
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    Hello Graeme,

    Yes the idea is that once a ticket is moved to "Solved", the customer will then receive a satisfaction survey after to ask about the service they had. Logically if the agent that solved the ticket, the agent assumes nothing more can be done or a solution was found and the agent solves the ticket. So having the agent locked to the ticket satisfaction since they are the one that "Solved" it makes the most since. I am also building a reopened ticket report and am having the same issue with the ticket assignee (historic) metric.

    Please let me know if you figure something out!

    Thank you again,

    Chris

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  • Graeme Carmichael
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    Chris

    You may find some success using:

    WHAT

    • # Satisfaction offered
    • # Satisfied
    • # Unsatisfied

    HOW

    • Ticket Assignee (Historic)
    • Week (Mon-Sun)/Year  (Event)

    ..but I cannot guarantee that. You can place the ticket ID into the HOW section while you validate the results back to the Support application. Hope that helps.

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  • Christopher C.
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    Hey Graeme, 

     

    Thank you for the update. This version doesn't show the percentages though which is the main reason for this report. I have created a report that shows both satisfaction score and tickets solved on a rolling average, but I need a way that I can choose whether I want them as regular ticket assignee or ticket assignee (historic). The is such a complicated report that I don't know if it's possible. But please let me know if you have any suggestions! Thank you again for the quick replies.

    TA = Ticket Assignee

    TA(H) = Ticket Assignee (Historic)

     

      TA (H)        TA        TA(H)            TA        TA(H)        TA          TA(H) or TA       

    Kind Regards,

    Chris

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  • Graeme Carmichael
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    Chris

    The built in metrics for for % Satisfaction Score an % Satisfaction Response rate should work in the WHAT section. But you would need custom metrics to display 2 periods in one report.

    It may be all getting too complicated. It is really the customer experience we are trying to capture. Part of that may be down to the agent at time of solving. But there may be other factors so focusing on the ticket's story rather than the agent may be more revealing.

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  • Christopher C.
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    Hey Graeme,

     

    I just noticed that when I drill down one of my WHAT metrics to ticket assignee (historic) it is counting extra agents for some reason. Do you know why that may be?

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  • Graeme Carmichael
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    Chris

    Can you please show how your report is constructed and I shall take a look. 

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  • Christopher C.
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    Hey Graeme,

    I just separated the the Satisfaction Score by TA(H) and the Tickets Solved by TA, because even if you can combine them the TA(H) or TA will be the filter so it can only work one way or the other unfortunately. I cannot individually sort by TA(H) or TA.

     

    Kind Regards,

    Chris

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  • Graeme Carmichael
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    Yes, That sounds like the best approach.

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