Explore recipe: Counting agent comment updates

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23 Comments

  • Sprout Social, Inc.

    Hi Mark, is there a difference between using the "Obsolete - Updater Name" and "Updater Name" attributes for a query like this?

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  • Giuseppe
    Zendesk Customer Care

    Hi,

    If an attribute is marked as Obsolete it means that it is an old version of the attribute which could have issues if used. So, it will be best to use the only the new version of the attributes that is not marked as Obsolete. In your example, we recommend using Updater Name instead of Obsolete - Updater Name to avoid any issues. 
     
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  • Sprout Social, Inc.

    Thank you!!

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  • How are side conversations via Slack counted? Are they counted as an agent comment? What about replies to the Slack thread? How are those counted? Or are side conversations not counted towards an agent comment? Are they counted as an internal comment?

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  • Dave Dyson
    Unfortunately, I don't think there's a way to get that level of granularity, buy you can use triggers to count the number of side conversations -- just not the number of comments in side conversations: Can I report on side conversations?
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  • Eli Phillips

    Are comments in Messaging tickets counted for this report?

    I have a report that uses the COUNT(Agent comments) property alongside the D_COUNT(Tickets updated w/comment) property to count the number of messages an agent sends and the number of tickets they update by sending a message or making an internal comment.

    However, one agent yesterday had the value of "3" for both metrics. This doesn't seem possible if Messaging ticket comments are included, since he made 3 comments in just one Messaging conversation.

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  • Elaine
    Zendesk Customer Care

    Hi Eli,

    I think it is best if I see the report you currently have where you added these two metrics so I can better understand the issue that you seem to be having from your end. I will create a ticket on your behalf. Kindly wait for an email notification regarding this ticket. Stay safe! :)

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  • vincent solitario


    Hi can you help me w/ this one. I wanted to count the solved tickets in real time view and count the other agents internal comment w/ the same ticket. 
    Thank you

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  • Gab Guinto
    Zendesk Customer Care
    Hi Vincent,

    The closest to a real time report on solved tickets is the widget in the Live dashboard in Enterprise Explore plans (the Solved tickets widget displays tickets that were solved out every 30 minutes). To report on agent internal comments, you will need to create a separate report under Updates history dataset, similar to the recipe discussed above. You can slice the metric Internal comments by Ticket ID and Updater name to see the names of all the agents that added an internal note to each ticket; then filter the report by ticket status to only displayed those that are in solved status. Note though that Explore datasets are updated every hour (sometimes, up to 2), so the data displayed in your Updates history reports aren't in real time.
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  • Marta Lagut

    Hi Mark,
    I hope you can help, please. We have many different teams working on tickets which are being re-assigned from 1 team to another. To measure my team's productivity accurately, I want to set up a report on their "touches" on the ticket. So for example:
    Anna/Ben = Support
    Victor = Retentions
    1. Anna picked up a ticket in the Support queue and sent few replies to the customer, made calls or left internal notes
    2. She then passed the ticket to Victor in the Retentions queue; Victor worked on the ticket and before he solved it in his queue, there were few internal re-assignments back to Support team 
    3. Ben who is also in Anna's team worked on the ticket
    4. Ben then passed it back to Victor who solved the ticket in his queue

    How do I calculate this ticket as Support = 1? 
    I got to the point where I can d_count agent's updates on the ticket to show me 1 even if they made quite a few updates within that ticket, but I can't figure out how to calculate Anna and Ben's updates as 1 = Support.

    Could you please help?

    Thanks,
    Marta

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  • Heather English

    I am running into an issue within Explore. I am trying to determine how many comments a specific agent makes within a given week. I have an agent who did not work or comment on anything for a particular week but the metrics are showing 207 comments made by them for that week. 

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  • Stephen

    Hi,

    I have a similar question to Marta Lagut - would love to know the best practise for reporting on that kind of data.

    Best regards,
    Stephen

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  • TicketMaestro

    Same here. It's been very hard for us to measure agent touches with the different channels, side conversations, etc. I would also love a recipe similar to what Marta Lagut suggested so we can accurately measure agents' contributions on any given day. 

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  • Tom Castle

    I'm afraid I can't see from the list of metrics; 'choose Comments > Agent comments, then click Apply'. Comments or Agent Comments don't appear in the search bar or from the list of options in 'Metrics'. Please explain how I can get to them.
    The same goes for 'Updater name', I can only find 'Assignee name'. Is this the same thing?

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  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi Tom Castle, it's possible that you're in the wrong dataset. When you start creating your report, make sure to choose the Support - Updates History dataset. The metric and attributes from the recipe should then be available.

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  • Ray Martinez

    Hi there,

    We attempted to run this report however our Jira integration is added to the count of public replies, and we use a webhook to auto send those replies, is there a way to discount those replies so we get a true understanding of agent productivity.

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  • Mike DR
    Zendesk Customer Care
    HeyA Ray!
     
    If you have a tag for Jira tickets, you may try using this sample formula to exclude tickets with those tags.
     
    IF (NOT INCLUDES_ANY([Ticket tags], "jira")) THEN True ELSE False ENDIF

    Reporting with tags
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  • Abbey O'Connor

    Are Agent Comments only comments sent by the agent from within Zendesk? Or, if the agent's individual email address is copied on the case, and they reply from our email platform (Outlook), does that also get counted as an "Agent Comment"?

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  • Alex Zheng
    Zendesk Customer Care
    Hey Abbey,

    If it the same email linked to their profile then it should still get counted as an agent comment.

    Let me know if you have any further questions.
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  • Abbey O'Connor

    Hi Alex Zheng, thanks for the answer. Is there a way to see just comments sent from within  Zendesk if we wanted?

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  • Alex Zheng
    Zendesk Customer Care
    Hey Abbey,

    You should be able to use the Update Channel attribute. Comments from the Support UI should be categorized as Web while comments from email will be classified as such.
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  • Abbey O'Connor

    Thanks Alex Zheng. Just to be sure, I see "web form" and "web service" listed as attributes under "Update Channel". Checking both of those will show me just the comments sent within the Zendesk Support platform?

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  • Alex Zheng
    Zendesk Customer Care
    Hey Abbey,

    You can see more information in the article here. Basically the web service refers to the API while the web form/web is updates sent through the Support UI.

    Let me know if you have any further questions.
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