How do I measure agent touches in Explore?

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.