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

With this recipe, you will be able to highlight an agent against the rest of the team. The article calculates performance based on assigned tickets but you can apply it to any other KPIs.

What you'll need

Skill level: Average

Time required: 20 minutes

Data source: Tickets

Ingredients: 

• Two standard calculated metrics
• A third standard calculated metric to enhance your report (optional)
  
  

How to create the report in Explore

To compare an agent's tickets against the rest of a group, create two standard calculated metrics, one to account for the agent's tickets and another to account for the group's tickets.

To create the first metric

1. In Explore, click the reports () icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
4. In the report builder, click the calculations icon () on the right sidebar.
5. Click Standard calculated metric. The Standard calculated metric panel opens.
6. In the Name field, type a name for your new metric, in this example, "Madison's tickets".
7. In the Formula field, paste the below formula and replace the name of the agent with the agent name you want to report.

   IF [Assignee name]="Madison Davis" THEN [Ticket ID] ENDIF

   Warning: If your Explore account is not in English, copying and pasting this formula doesn’t work. For a workaround, follow the steps outlined in the article: How can I convert Explore formulas from English into another language? 
8. Click Save.

To create the second metric

1. In Zendesk Explore, click the reports () icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
4. In the report builder, click the calculations icon () on the right sidebar.
5. Click Standard calculated metric. The Standard calculated metric panel opens.
6. In the Name field, type a name for your new metric, in this example, "Support's tickets".
7. In the Formula field, paste the below formula and replace the name of the group with the group name you want in your report.

   IF [Assignee name]="Support" THEN [Ticket ID] ENDIF

8. Click Save.

The report will show you the number of tickets assigned to your agent and the number of tickets assigned to the group you are reporting on.

Difference between the tickets assigned to the group and the tickets assigned to the agent

To calculate the difference between the tickets assigned to the group and the tickets that the agent worked on, you can create a third standard calculated metric as it follows.

1. n Zendesk Explore, click the reports () icon.
2. In the Reports library, click New reports.
3. On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
4. In the report builder, click the calculations icon () on the right sidebar.
5. Click Standard calculated metric. The Standard calculated metric panel opens.
6. In the Name field, type a name for your new metric, in this example, "Difference tickets".
7. In the Formula field, paste the below formula and replace the name of the group with the group name you want in your report.

   IF [Ticket Assignee]!="Madison Davis" AND [Ticket group]="Support" THEN [Ticket ID] ENDIF

8. Click Save.