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

Return to top
Have more questions? Submit a request

7 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)

    1
  • Jaïs Pingouroux

    Hello,

    Interesting recipe.

    Is there a way to measure, by month, the average number of public comment updates made by agents? i.e. my aim is to make sure that every tickets receive at least one public comment from an agent, and visualise this by month.

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Jais,

    While you can do a count of comments made by each role, you can't switch the aggregator to average as Explore currently stands. I would recommend sharing your use case on our product feedback forums so our developers can consider it for a future update. 

    Best regards.

    0
  • Jaïs Pingouroux

    Hi Devan - Community Manager

    Thanks for your answer. What about this formula:

    D_COUNT(Agent public comment)/DATE_DIFF([Ticket solved - Timestamp],[Ticket assigned - Timestamp],"nb_of_days")

    where "Agent public comment" is worth:

    IF ([Comment present] = TRUE AND [Comment public] = TRUE AND [Updater role] != "End-user") THEN [Update ID] ENDIF
    0

Please sign in to leave a comment.

Powered by Zendesk