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
- In Explore, click the reports (
) icon. - In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
- In the report builder, click the calculations icon (
) on the right sidebar. - Click Standard calculated metric. The Standard calculated metric panel opens.
- In the Name field, type a name for your new metric, in this example, "Madison's tickets".
- 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? - Click Save.
To create the second metric
- In Zendesk Explore, click the reports () icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
- In the report builder, click the calculations icon () on the right sidebar.
- Click Standard calculated metric. The Standard calculated metric panel opens.
- In the Name field, type a name for your new metric, in this example, "Support's tickets".
- 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
- 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.
- n Zendesk Explore, click the reports () icon.
- In the Reports library, click New reports.
- On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
- In the report builder, click the calculations icon () on the right sidebar.
- Click Standard calculated metric. The Standard calculated metric panel opens.
- In the Name field, type a name for your new metric, in this example, "Difference tickets".
- 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 - Click Save.
5 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.)
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
As it turns out, we don't have dynamic filters yet. All should be done manually.
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
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:
We can add this to the above formula like this:
1.) Create the metric for the agent:
2.) Create the metric for the group:
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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