Can I filter Explore reports by custom agent roles?

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  • Jón Andri

    Can you please cosider adding reporting on custom agent roles, or expose the permission_set parameter from the API. Reporting on agents without possibility to distinguish between Agent and Light Agent is necessary for monitoring licence usage.

  • Samuel Johnson

    We would also love this! Our agents may be a part of multiple groups and so filtering by group isn't always helpful, but they can only be in one role, so that is much cleaner for us to use.

  • Ruth Nogueron

    Yes, this would be very helpful. Our agents are in multiple 'shared' groups, but we have separate reporting that is tied to their custom role. It would be much easier to be able to filter by role, as opposed to remembering to have to add new agents as they are hired to our existing reports.

    Also, @... we do the following work around to keep up with Agent and Light agent - we created a custom checkbox call Agent License on our User profiles; when we add someone as a full agent, we check the box (and remove it when we remove full license). We can then use Customer Lists and create a list with the filter where Agent License is true. Export the list and you have a full list of the Agents/how many have a full license.

  • Kris
    Zendesk Luminary

    This would be helpful to us or at least adding a user tag based on the role that is already supported in Explore. 

  • Monica

    Utilizing custom roles within Explore reporting would be helpful.

  • Heather Collins

    Was hoping to filter a data query by custom roles within Explore, but was unable to. 

    Scenario: Building a report on the number of solved tickets per agent over a given time frame, sorted by custom role. "Agents" is not specific enough in this case, as I need to separate out multiple "mini departments" within our CX instance to accurately measure the number of inbound agents needed to handle the incoming volume.

  • Dave Dyson
    Hi everyone,
    For visibility to our product team, would one of you mind posting to our Feedback - Reporting and analytics (Explore) topic, using this template? Then everyone else upvote and add any additional details. 
  • Charlie

    @... That sounds like a Zendesk job. We have our own jobs! This is obviously needed and it shouldn't take extensive community effort to get that message to your product team.

  • Nicole Saunders
    Zendesk Community Manager

    Hey Charlie, 

    Thanks for your feedback on our process. The reason we ask users to post their feedback to the community (rather than leaving it here in the comment section of articles in the knowledge base) is that the community is where product managers provide updates. Product feedback shared here does get read, but with thousands of articles across our help center, it's not realistic for product teams to track and respond to all of those threads separately when they have updates. 

  • Dave Dyson
    Thanks, Monica!

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