Analyzing agent ticket touches

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14 Comments

  • Chanteena Murphy

    Can you please define what is counted as a "Touch" in the following metrics?  I have reviewed our metrics and based on the initial percentages, it appears this only counts public agent replies. 

    • One-touch tickets: Tickets that were solved with only one agent reply.
    • Two-touch tickets: Tickets that were solved with two agent replies.
    • Multi-touch tickets: Tickets that were solved with more than two agent replies.
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  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Hi Chanteena! Taking a look at the formula used for the Agent replies distribution > One-touch tickets, Two-touch and Multi-touch metrics, I can confirm that these metrics are based on Zendesk's Agent Replies metric.

    The Agent Replies metric will only include the number of public replies added to a ticket by an agent. This help article is a really a helpful resource for identifying what each metric means in Explore. 

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  • Octave

    Hi!  Is there a way to understand ticket touches for tickets submitted by an end user, not just those created by agents?  I'd like to understand the number of tickets submitted to our team and the breakdown of touches between the ticket's submission and it being submitted as closed.

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  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Hi Octave! These queries should return results for both tickets that were created by the end-user as well as the agent.

    However, if you're ultimately looking to report on the number of touches per ticket for both the end-user and the agent, there are a few other comment-specific metrics that you could look at.

    You'll find these metrics under the Comments section in Metrics.

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  • Matt

    Hi team - I'm just looking into tickets that may have multiple ticket touches, do you have any "How To" documentation on how to create a trigger for tickets with 4+ ticket touches, so I can create a view with all those tickets?

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  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Hi Matt - If you'd like to create a View based on multiple touch tickets, the best way to accomplish this would be to first create a trigger that adds a tag based on the number of Agent Replies.

    The Trigger itself would look something like this:

    From there, you could then build a View that looks for tickets with the specific tag you're adding in that trigger and any other criteria you'd like to build into this view (i.e. ticket status).

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  • Jackie

    Hi I have a query about what counts as an agent comment. Is this just public agent comments or would it include internal comments too?

    Thanks

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  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Hi @... - The Agent Comments metric would include both public comments left by an agent as well as internal comments left by an agent.

    If you'd like to only include public agent comments, you could either add a Filter to your query for Comment Public = True when using the Agent Comments metric, or you could build a custom Standard Calculated Metric that essentially combines Zendesk's out-of-the-box Public Comments and Agent Comments metrics together.

    The actual query for the custom metric would look something similar to the below:

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

    This is great Chandra thank you so much :)

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  • Jackie

    Sorry another question. Is there a way of showing this result as a % average for a group? I have filtered for the group I need, but cannot seem to get an average % of agent public comments for the group or per agent.

    Thanks in advance for your help

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  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    @... Happy to help! To find the average % of agent public comments for a specific group, you could build something similar to the following.

    Metrics:
    - Select either Agent Comments or the custom metric you created
    - Select the exact metric you'd like to include in the denominator (ex: Ticket Created, Ticket Updated, etc).

    It sounds like you're filtering for a specific group already but, if you're not, you could put the Group attribute in the Rows section. This is helpful when wanting to run an analysis for multiple groups at once.

    From there, you can select Result Manipulation (the arrows on the right-side menu) and select Result Metric Calculation. This allows you to create a new metric based on two existing metrics. The actual query would look something like this - COUNT(Agent Comments)/COUNT(Tickets created) - depending on what metrics you've chosen to analyze. 

    Under Chart Configuration (the paintbrush icon on the right-side menu), you can select Display Format to specify a % as the format for this new metric. Hope that helps!

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  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Hey Jackie - Wanted to follow up as I think I may have misunderstood what you were looking for last night. Were you hoping to understand what % of total comments each agent within a specific group accounted for?

    If so, here's how you could analyze that:

    Metrics: Select either Agent Comments or the custom metric you created
    Rows: Updater Name (you'll likely need to filter your query by the Updater Role != End User, if you aren't already)

    From there, you can select Result Manipulation (the arrows on the right-side menu) and select Result Path Calculation. You'll then select % of Total on Rows as shown in the below screenshot:

    Hopefully that gets you closer to what you were looking for! :) 

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  • Mirek Kokeš

    Hi guys,

    I think that there is a mistake, see this screenshot.

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  • Rob Stack
    Zendesk Documentation Team

    Hi Mirek Kokes, thanks so much for spotting that mistake. It's now fixed!

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