Skills-based routing enables you to create and associate skills with individual agents. For example, you could assign the skill "French" or "German" to an agent who speaks that language. Skills are collected together into categories or skill types, for example "Languages". You can then create rules that add those skills to your tickets and create views that only let agents view tickets for which they are a skills match. For more information, see Using skills-based routing.
Explore doesn't contain any pre-built reports for skills-based routing, but you can create your own using the included metrics and attributes. In this article, you'll create some reports to help you understand the skills in your organization and how they are used.
This article contains the following topics:
What you'll need
Skill level: Beginner
Time required: 10 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Zendesk Support Enterprise
- You've set up some skill types, and some skills. For help, see Using skills-based routing.
- A basic knowledge of constructing Explore reports (See Creating reports).
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.
To create the report
- In Explore, create a new report using the Support: Tickets dataset.
- In the Metrics panel, click Add.
- From the metrics, choose the following:
- Skill routing > Tickets w/skills
- Skill routing > Tickets w/o skills
- In the Columns panel, click Add.
- From the list of attributes, choose Time - Ticket created > Ticket created - Date.
- From the visualization type menu (
), choose Line. - Explore displays the line chart as shown in the screenshot above. Click the New report text at the top of the report and name it Tickets with skills by date.
- When you are finished, click Save.
Skill type breakdown
The Skill type breakdown report displays the number of tickets in each skill type you've created.
To create the report
- In Explore, create a new report using the Support: Tickets dataset.
- In the Metrics panel, click Add.
- From the list of metrics, choose Skill routing > Tickets w/skills.
- In the Columns panel, click Add.
- From the list of attributes, choose Ticket > Ticket skill types.
- From the visualization type menu (), choose Bar.
- Explore displays the bar chart as shown in the screenshot above. Click the New report text at the top of the report and name it Skill type breakdown.
- When you are finished, click Save.
Skill name breakdown
The Skill name breakdown report displays the number of tickets in each skill name you've created.
To create the report
- In Explore, create a new report using the Support: Tickets dataset.
- In the Metrics panel, click Add.
- From the list of metrics, choose Skill routing > Tickets w/skills.
- In the Columns panel, click Add.
- From the list of attributes, choose Ticket > Ticket skills.
- From the visualization type menu (), choose Bar.
- Explore displays the bar chart as shown in the screenshot above. Click the New report text at the top of the report and name it Skill name breakdown.
- When you are finished, click Save.
Skills-based routing detailed view
The Skills-based routing detailed view report displays details about each ticket that is associated with a skill.
To create the report
- In Explore, create a new report using the Support: Tickets dataset.
- In the Metrics panel, click Add.
- From the list of metrics, choose Tickets > Tickets.
- In the Rows panel, click Add.
- From the list of attributes, choose the following attributes in order:
- Time - Ticket created > Ticket created - Date
- Ticket > Ticket ID
- Ticket > Ticket subject
- Ticket > Ticket priority
- Ticket > Ticket skill types
- Ticket > Ticket skills
- Explore displays the table as shown in the screenshot above. Click the New report text at the top of the report and name it Skills-based routing detailed view.
- When you are finished, click Save.