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Explore Recipe: Creating an agent leaderboard for solved tickets

Rob Stack
  • Edited
Zendesk Documentation Team

Explore Professional only

Use this Explore recipe to create a leaderboard that displays your agents and the number of tickets each one solved. This gives you a quick snapshot of your agents’ performance.

What you'll need

Skill level: Easy

Time required: 10 mins

Creating the query

In this procedure, you'll create a simple query to display a table showing all of your agents and the number of tickets they've solved. If you have a lot of agents, consider using a top/bottom filter to restrict the query results to, for example, the top ten agents.

To create the query

  1. In Explore, click the query () icon.
  2. In the Queries library, click New query.
  3. On the Choose a dataset page, click Support > Tickets > Support: Tickets dataset, then click New query.
  4. In the Metrics panel, click Add.
  5. From the list of metrics, choose Tickets > Solved tickets, then click Apply.
  6. In the Rows panel, click Add.
  7. From the list of attributes, choose Assignee > Assignee name, then click Apply.
  8. In the Result manipulation () menu, click Sort, then click Apply.
  9. On the Sorts page, choose Value descending, then click Apply.

And you’re finished! See the screenshot below as an example of the finished leaderboard of your agents based on their ticket solves, in descending order

pazzo.png

Enhancing your report 

You can also filter on the date the ticket was solved to limit the results to tickets solved within a specific date range.

To add a date filter

  1. In the Filters panel, click Add.
  2. From the list of attributes, choose Time - Ticket solved > Ticket solved - Date, then click Apply.
  3. Click the Ticket created - Date attribute you just added, select Edit date ranges, and choose the date range (for example, Yesterday or Last week) you want to filter to.
    mceclip1.png

Now, the result will only return tickets created within the date range you chose.

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10 Comments

  • Kris Parker

    I've created this leaderboard, however when I created a second metric to track it's not working correctly. As far as that goes, it's not reading my other field correctly at all...

    Any idea why it's returning incorrect for this Puzzle Point field? It doesn't matter if I use the Sum or Count. See the screenshots for clarity.

     

    0
  • Brett - Community Manager
    Zendesk Community Team

    Hey Kris,

    I'm going to bring this into a ticket so our Customer Advocacy team can take a look at these reports with you.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

    0
  • Liz

    Is there any kind of time delay with this report? When I look at "recently solved" bucket, it doesn't match up to what the table shows. 

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Liz, the only delay should be that Explore Professional updates its datasets once every hour meaning that within an hour the numbers should be up to date. If you're experiencing something different, let me know and we'll open up a ticket on your behalf.

    0
  • Gabi P

    hey!
    how can I make one query to have a total of tickets solved and internal comments by each agent per day?
    I use D_count or Count? Can I have one example how can I do that?
    Tks ;) 

    0
  • Katie Dougherty
    Zendesk Community Team

    Hi Gabi P,

    There is an "internal comments" metric you can use to track the number of internal comments on a ticket by an agent.  For more information on available metrics, please visit the Metrics and attributes for Zendesk Support article (Ticket updates section). 

    Steps include: 

    1. Select the Support > Ticket Updates dataset 
    2. Add the metric Internal Comments (generally, we recommend using the default count option, but you can read more about the difference here: What is the difference between D_Count and Count?
    3. Add the metric Tickets Solved
    4. Add the Assignee Name to the rows of your report 
    5. Add a time filter for the date range you prefer

    Please let me know if this answers your question! 

    0
  • Ric Clements

    Hello,

    i have created a simlar but can't find a away to sort by agent alphabetically? Please can you help?

     

    Thanks

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Ric Clements,

    All you would need to do is remove the changes instructed above since the default would sort agents alphabetically. :D

    Best regards. 

    0
  • Lesley Heizman

    I've setup this query and it works great-now I'd like to share it with other agents via the dashboard. What I am debating is when I add it to the dashboard I'd like to give them the option to filter by the solved date so they can see what tickets were solved by agent in the past month, two months/etc. and give them options. Should i remove the initial solved by date from the query and then add the filter by date in the dashboard? What is the best way to do this? 

    0
  • Brett - Community Manager
    Zendesk Community Team

    Hey Lesley,

    If I'm understanding you correctly, then yes you can remove Solved by filter from the individual query and just add that filter directly to the dashboard. That way the agents can apply the filter themselves when viewing this dashboard you've shared.

    Let me know if you have any other questions!

    0

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