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Explore recipe: Determining satisfaction scores for your agents



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Rob Stack

Zendesk Documentation Team

Edited Jun 21, 2024


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Is it possible to add one more column for # of tickets solved so I can compare the satisfaction responses to # of tickets solved?

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Erin O'Callaghan

Zendesk Documentation Team

Hi Dylan! You can do this by adding the Tickets solved metric with the D_COUNT aggregator. So your metrics panel would look like this:

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Hi,

Which datasets and Metrics have been used to calculate the Agents CSAT score that shows on the agent dashboard. Using Explore, I am getting a different score completely. They don't correspond. 

 

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Gab Guinto

Zendesk Customer Care

Hi Ntsako,
 
The CSAT scores from the home dashboard in Support is based on when the tickets were solved (past 60 days). So, if you need to recreate them in Explore, then you can filter % Satisfaction score by the attribute Ticket solved - Date. 

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Hello everyone, 

We're using Zendesk Messaging and would like to get a better overview of the Agent satisfaction score. It appears that we can only use the 'Assignee name' as an attribute in the Support Dataset with channel messaging. 

On some occasions, we have more than one agent working on the same ticket, and eventually, the above attribute would mean that the CSAT score will only count for this agent. Can this be adjusted somehow? 

We're looking for something similar to the 'Agent name' attribute in the Zendesk Chat datasets. 

Thank you in advance! 

Ivan

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Alex Zheng

Zendesk Customer Care

Hey Ivan,
 
I would try this recipe to determine the assignee at the time when the CSAT was rated.
 
Best regards,

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1. Is the data on this report reflecting in real time?

2. Can ticket numbers be available on this report with a link to view the ticket?

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How I remove agents who were downgraded to final users?

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Possible to filter the data by the rating score 1-5 instead of Good/ Bad?

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