Analyzing skills-based reporting activity (Enterprise)

Skills-based routing is a feature of Zendesk Support Enterprise that enables you to associate skills with specific agents. This can help you to more easily route tickets to the best agent to handle them. To learn more about skills-based routing, see Using skills-based routing (Enterprise).

Insights features a pre-configured dashboard that enables you to view information about tickets that use skills-based routing. This can help you to review the skills you have configured, and to review how skill types and names are being used.

If you're using Zendesk Explore, you access your skills reports from an Explore dashboard or by creating an Explore query. For more information, see Explore recipe: Analyzing skills-based activity.

For information about the metrics used on the Skills dashboard, see Insights metrics reference.

Accessing the Skills Insights dashboard

To access the skills-based routing reports

1. Click the Reporting icon () in the sidebar
2. Click the Insights tab.
3. Click the dashboards drop-down list, then select Insights - View only, if it's not already selected.
4. Click the Skills tab on the dashboard.

The Skills-based routing in Support dashboard is displayed. For information about the reports on this dashboard, see the sections below:

The dashboard contains the reports shown in the following sections:

• Filtering reports
• Skills headline metrics
• Tickets with skills by date
• Skill type breakdown
• Skill name breakdown
• Skill-based routing detailed view

Filtering reports

For all reports shown, you can filter by date, skill type, and skill name.

Skills headline metrics

The Skills-based routing in Support dashboard contains the following headline metrics:

The reports are:

• # Tickets with Skills: Displays the number of tickets that were associated with at least one skill.
• # Tickets without Skills: Displays the number of tickets that were not associated with any skill.
• # Unique Skill Types: Displays the number of skill types that are associated with at least one ticket. A skill type is a category that contains skills.
• # Unique Skill Names: Displays the number of skills that have been associated with at least one ticket.

Tickets with skills by date

The Tickets with Skills by Date report shows the number of tickets created that were, and were not associated with skills for a selected date range.

Skill type breakdown

The Skill Type Breakdown report displays the number of tickets in each skill type you've created.

Skill name breakdown

The Skill Name Breakdown report displays the number of tickets in each skill name you've created.

Skill-based routing detailed view

The Skill-based Routing Detailed View report displays details about each ticket that is associated with a skill.