In this Explore recipe, you'll learn how to create a query that shows your customer satisfaction rating by agent.
What you'll need
Skill level: Moderate
Time Required: 20 minutes
- Zendesk Explore Professional
- Editor or Admin permissions (see Adding users to Explore)
- Ticket data in Zendesk Support
Creating the query
To create the query
- In Zendesk Explore, click the query () icon.
- In the Queries library, click New query.
- On the Choose a dataset page, click Support > Tickets > Support: Tickets, then click New query. Query builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, choose Tickets > Solved tickets, then click Apply.
- From the list of metrics, choose Customer satisfaction > % Satisfaction rated and % Satisfaction score, then click Apply.
- In the Columns panel, click Add.
- From the list of attributes, choose Assignee > Assignee name, then click Apply.
- From the Visualization type () menu, click Column.
- Click the % Satisfaction rated metric, change the axis to Dual, then click Apply.
- Repeat the step above for the % Satisfaction score metric.
- From the Chart configuration () menu.
- On the Secondary axes page, change Type of secondary series to Column.
- Under SUM(% Satisfaction rated) set the Max value to 1.
- Select Hide title under each metric, and hide the axis under one of the metrics.
- Click Chart configuration (), then click Display format. Change the display format for % Satisfaction rated and % Satisfaction score to %.
- Click Chart configuration (), then click Displayed values and change Show value to Show.
And you're done! Check out the screenshot below as an example of the finished result with one agent selected.
Below are some examples of how you can enhance this report.
- Add a filter for Ticket solved - Date, then edit the date range to the period for which you want information. See Editing dates and date ranges.
- To filter the top agents by ticket solves, you can use a top/bottom filter. See Creating a top/bottom filter.
- If you want to show results only where the number of satisfaction surveys offered was greater than a value, you can use a metric filter. See Selecting the metric result range.