Question
How do I measure agent touches in Explore?
Answer
Measuring agent interactions on a ticket can be accomplished in a variety of ways:
- The Agent replies metric measures the number of public comments on a ticket.
- The Agent updates metric measures any update an agent makes to a ticket, whether it's a comment or just a field change.
- The Comments metric measures both public and internal comments if you want to eliminate other kinds of ticket updates.
For an example recipe, see the article: Explore recipe: Agent interactions on tickets.
For a look at the other metrics that are available, see the article: Metrics and attributes for Zendesk Support.
3 comments
Joana
Should the number of solved tickets always be lower than the number of Agent Replies? There's no situation where the agents would solve a ticket with no reply, so I'm struggling to understand this data:
2 agents have more solved tickets than replies. Are these values separate, they solved X amount of tickets + Y extra amount of replies?
Thanks
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Sheryl Doluna
How will I count the replies that are made to tickets that aren't assigned to the agent? Thank you.
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Kai
This is possible in Explore, you can use this article as your guide to achieving your desired end result.
Thanks!
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