Analyzing agent ticket touches with Explore

What's my plan?

At a high-level, an agent touch is an operation performed by the agent on a ticket. For example, it could mean that the agent:

• Added a public or private comment to the ticket
• Changed a ticket field, for example the ticket group
• Changed the status of the ticket, for example from Open to Solved

The method you'll use to determine agent touches will depend on your business needs. In this article, you'll learn about how you can use Explore to analyze agent touches in a few different ways. The examples assume you have some familiarity with creating Explore reports. If you need some help, see Creating reports.

This article contains the following sections:

• Analyzing ticket comments
• Analyzing ticket updates
• Analyzing tickets with low agent touches

Analyzing ticket comments

If you want to measure agent touches by the number of comments your agents make on tickets, then Explore has you covered. The Updates history dataset contains a built-in metric that measures this when you add it to a query. You can add attributes to slice this number however you want, for example by ticket ID and subject.

Example

This simple Explore report displays a table showing your tickets and how many agent comments they received.

To create a report to analyze ticket comments

1. Create a new report using the Support: Updates history dataset.
2. In the Metrics panel of the report, add the Comments > Agent comments metric. Explore displays the total number of agent comments received for all of your tickets.
   Tip: The Explore Updates history dataset might contain a lot of data causing your reports to take a long time to return results. Consider adding a filter like Time - Ticket update > Update - Date to reduce and focus the results returned by the report. For more information, see Filtering a report.
3. To break down the number of comments by ticket, add the attributes Ticket ID and Ticket subject to the Rows panel of the report.

   Explore displays a table showing all of your tickets broken down by the number of agent comments (each comment counts as one agent touch).

   

Analyzing ticket updates

Sometimes, you might want to report all updates made to your tickets, not just comments. For example, other updates might include changes to ticket status, priority, assigning the ticket to someone else, and more. Again, the Updates history dataset contains a built-in metric that measures this when you add it to a report. You can add attributes to slice this number however you want, for example by ticket ID and subject.

Example

In this example, you'll create a report that shows all updates to all of your tickets. You'll then add attributes to slice this number by the date of the update, the ticket ID, and the person who made the update.

1. Create a new report using the Support: Updates history dataset.
2. In the Metrics panel of the report, add the Updates > Updates metric. Explore displays the total number of updates made for all of your tickets.
   Tip: The Explore Updates history dataset might contain a lot of data causing your reports to take a long time to return results. Consider adding a filter like Time - Ticket update > Update - Date to reduce and focus the results returned by the report. For more information, see Filtering a report.
3. To break down the number of updates, add the attributes Update - Date, Ticket ID, and Updater name to the Rows panel of the report.

   Explore displays a table showing all of events where at least one ticket update was made, broken down by date, ticket ID, and the name of the person who made the update.

   

Analyzing tickets with low agent touches

Explore records the number of agent replies it took to solve a ticket into the following brackets:

• 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.

Note: If a ticket is reopened and an agent adds a further comment, the number of touches increases. For example, a one-touch ticket will become a two-touch ticket.

Example

In this example, you'll create a report that shows the number of one-touch tickets created each year by your agents.

1. Create a new report using the Support: Tickets dataset.
2. In the Metrics panel of the report, add the Agent replies distribution > One-touch tickets metric. Explore displays the total number of one-touch tickets in your account.
3. To break down the number of one-touch tickets by year, add the attribute Ticket solved - Year to the Rows panel of the report.

   Explore displays a table showing the number of one-touch tickets in your account each year.