How do I measure agent touches in Explore?
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.