Explore recipe: Reporting on agent reply brackets using the Updates history dataset

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  • Bharath Bhushan
    IF ([Comment present] = TRUE AND [Updater role] != "End-user" AND [Comment public] = TRUE)   
    THEN [Update ID]

    Gives me the count only if the ticket is currently in the assignee/agent name. 
    If the agent has escalated the ticket to another queue, the count goes missing. 

    how i do get the public reply count of an agent irrespective the ticket is under their name or no?

  • James G

    Hello Bharath Bhushan,

    It sounds like you are using the attribute "Assignee Name". If that is the case, the number of public comments (based on the formula you've sent) will be attributed to the "current" assignee of the ticket. 

    If you want to get the count of public comments made by an agent regardless of whether he is the current assignee of the ticket or not, you may use the attribute "Updater Name" instead. 

    For the complete list of metrics and attributes you can use, you may refer to this article - Metrics and attributes for Zendesk Support

    James Gibaga | Customer Advocate


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