How do I measure agent touches in Explore?

Ben Van Iten

Zendesk Digital Resources Team

Question

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 a look at the other metrics that are available, see the article: Metrics and attributes for Zendesk Support.

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Joana
- November 21, 2022 14:09
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
- March 23, 2023 18:20
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
- April 09, 2023 20:16
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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