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Explore recipe: Comparing an agent's tickets to the rest of the agent's group



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Madison Hoffman

Zendesk Digital Resources Team

Edited Jun 21, 2024


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12 comments

Hi.  The issue i have with this approach is that you will need to hard code each agent name.  Is there a way to use the same principle but compare any agent against the team he/she is in.  We have created a set of agent names as an attribute. (using the SET in the calculated attributes in a query.) 

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Hello
What would this look like if we wanted to compare solved cases per month over the last 12 months? And that would be the final solved, I do not want to double count solved instances.

So I want to see

Ticket Group X Solved cases (displaying monthly for the last 12 months)

Team Member A Solved Cases (displaying monthly for the last 12 months)

Thank you

 

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Giuseppe

Zendesk Customer Care

Hi Derrek,

We can do this by modifying the Calculated Metric to only include the Solved tickets. As per the article Metrics and attributes for Zendesk Support, the formula for the Solved Ticket metric is:

IF ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed") THEN [Ticket ID] ENDIF

We can add this to the above formula like this:

1.) Create the metric for the agent:

IF ([Assignee name]="Madison Davis" AND [Ticket group] = "Support") AND ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed")THEN [Ticket ID] ENDIF

2.) Create the metric for the group:

IF ([Ticket group] = "Support") AND ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed")THEN [Ticket ID] ENDIF

You can then add these 2 to the Metrics. Then in the Rows, add Ticket Solved - Month attribute, which you can then filter to only show the the last 12 months.

Thank you!

 

 

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Is there any way to recreate this dynamically without the need to manually hardcode agents' names? Creating individual calculated metrics for a growing team of 50+ agents isn't viable so would be great if there was another way to pull this together

 

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Dane

Zendesk Engineering

Hi David,

As it turns out, we don't have dynamic filters yet. All should be done manually. 

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Why can't we use current user instead of hardcoding the agent's name?

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James G

Zendesk Customer Care

Hello Sana,
 
I'm sorry to inform you that this feature is currently not available. When utilizing the [Assignee name] attribute in the formula, we need to explicitly state the assignee's name as we don't have a feature that can automatically adjust its value depending on who is accessing the report like [Assignee name] = current viewer. For now, the option we have is to manually specify the name of the assignee in the formula. 

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It is annoying that we can't get this to work using Data Filters in our dashboards. Filtering by Assignee name would be a great way to have the metric dynamically change for each agent. I'm sure this is a feature that would be appreciated by any Zendesk user managing a team

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James G

Zendesk Customer Care

Hello Tiziano,
 
We have a feature in our beta dashboard that is similar to what you're looking for - Dynamically adapting dashboard data based on viewer.
 
However, for this particular situation, we need to include the assignee name in the formula of the custom metric, which is why it is currently not possible to dynamically change the assignee name indicated in the formula.

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Dynamically adapting dashboard data based on viewer

Correct this won't work because the goal here is to allow manager to view agent performance vs team performance. The moment you adapt the data for a specific agent, you loose the capability of comparing it with the broader team data.

What we need is to be able to use the complete agent list as a filter in custom metrics, that way you can have the data dynamically change by changing the dashboard filter to the agent you which to adapt the data for.
 

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James G

Zendesk Customer Care

Hello Tiziano,
 
That is correct! 
 
It seems like there isn't any feedback about this topic yet. I suggest sharing your thoughts on our page here - Feedback - Reporting and analytics (Explore)

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Submitted the idea for dynamic filtering of metrics based on Assignee here https://support.zendesk.com/hc/en-us/community/posts/7110038339098 
 

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