Explore Recipe: Average replies per ticket for each agent per day

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4 Comments

  • Christopher C.

    Hello,

    Is their a way to view average ticket replies per month. Not per agent or anything, the point is just to get an idea how how many replies on avg does each ticket take to solve per month.

    Lg

    Chris

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Christopher,

    In the Updates dataset, you can see, eg Agent Replies, and you can use the KPI viz to see the AVG over the period easily looked at (date range filter).

     

    Best regards.

    0
  • Mukesh Kumar

    Hi

     

    What is the best way to pull the avg number ( multi-touch) of contacts to ticket resolution? 

    Basically, I am looking to see how many back and forth replies an agent made before closing tickets in a period of time. e.g an agent takes avg 3 replies before closing a ticket. 

    0
  • Mark Leci

    Mukesh Kumar I created a new metric to do this, D_COUNT(Agent comments)/COUNT(Tickets solved)

    0

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