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How do I measure agent touches in Explore?



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Ben Van Iten

Zendesk Digital Resources Team

Edited Jan 24, 2024


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3 comments

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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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

Zendesk Customer Care

Hi Sheryl,

This is possible in Explore, you can use this article as your guide to achieving your desired end result. 

Thanks!

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