Explore Recipe: Creating an agent leaderboard for solved tickets

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6 Comments

  • zach.prasser

    Does this recipe take into account tickets Solved by the agent, only? Or does this include tickets that other agents solved for them, while the ticket was still assigned to the agent? 

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  • John Espina

    Hi Zach,

    To answer your question, as long as the ticket has been solved it will be counted as an attitude following this recipe. So it doesn't matter who solved that tickets either the Assignee or the other agents.

    John Espina | Customer Advocate

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  • Chris Bryant

    I am trying to find a way to report on the tickets that the Agent marked as Solved only.  When I look at solves this includes all tickets that were replied to in a Pending state and autoresolved.  I don't want to see tickets that the customers didn't respond to and have those counting as "solves" for the purpose of my QA and reporting.  Thanks!

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  • Clifford James Lacson

    Hello Chris,

    Thanks for reaching out!

    You may use One-touch Tickets as one-touch resolution calculation counts any solved or closed tickets with less than two agent replies.

    However, if the customer reaches back saying ‘thank you’ for example, and the agent solves the ticket without making another reply, the ticket will still count as a one-touch resolution. If these would suffice with you, they can still be counted as one-touch tickets.

    Kindly check this article as well to know more about it: How are one-touch resolutions calculated?

    I hope this helps. Let us know if you need anything else. :)

    Clifford James Lacson |Customer Advocate|

    NEW - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

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  • Elspeth Mogol

    Hello Zendesk, 


    We are a retail company with customer service that handles both inbound calls and tickets (emails). The process I have with the team is if they received an inbound call with an existing SOLVED ticket, the first thing they have to do is that verify if the ticket was solved correctly (by another agent) ie. all of the customer's concerns were addressed and resolved. If yes, then, the current user will have to reopen the ticket and take ownership and action whatever the request or concern is. If not, the current user will have to reopen the ticket, add an internal note, and assign the ticket back to the previous assignee who did not properly solve the ticket. 

    Now, my question is: 

    If the current user took over the ticket assigned it to him/herself and thensolved it the second time, will it affect the previous assignee's Solved Ticket metric? 

    I'm asking this because I measure the team's productivity by the number of their solved tickets. 

    Hope to hear from you soon.  

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  • Clifford James Lacson

    Hello Elspeth,

    If a customer re-opens the ticket with an additional question and the agent responds and solves the ticket again, it will no longer count as a one-touch resolution.

    You will have to use the Explore recipe: Reporting on created and solved tickets and customize it to remove the tickets that went pending until it got solved. Please note that you will have to work with your dev team as custom reports are out of our scope here in the Advocacy team.

    I hope this helps. Let me know if you need anything else.

    Clifford James Lacson |Customer Advocate|

    NEW - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

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