Question
Can I report on skipped tickets in Guided mode?
Answer
There isn't a reporting functionality for ticket data relating to Guided mode.
However, you can view skipped tickets for an agent while in Guided mode. From Admin Center, go to the Team members page. Open the agent’s profile and click Play only, and a list will appear with the tickets skipped by the agent along with the reason entered.
As a workaround, you can also pull all of the skipped tickets and comments using the Tickets Skips endpoint of the REST API.
9 Comments
Hello,
Since there isn't a reporting functionality for ticket data relating to skipped tickets. Does the list of tickets in the playlist shows a limited result for example - will only show last 6 months result?
Thank you.
Hi Eune,
The playlist will not have any limit based on time for the results it displays. However, since this is fetching the skips from our API, Archived tickets will not be included.
I hope this clarifies the behavior of the feature.
-JC
Hi JC,
I appreciate your reply.
Another question please, is this play only button can be viewed by the agent? How about the tea lead role? as an admin I can this but the agent does not have this kind of visibility.
Hi Eune,
According to my tests, it seems like this is only available to Administrators and the agents themselves. However, the Team Lead was not able to see the tab.
-JC
Hi JC,
Appreciate your input.
Is there a way, TLs can see their member's skipped emails either a report or another way that perhaps you are aware of.
Thanks a lot.
Hi Eune,
The only way I can think of would be to use the Ticket Skips API to fetch the tickets skipped for specific agents, and display them either in a Sidebar App in Zendesk, or outside of Zendesk.
However, this is not a native feature of Zendesk and will require some custom technical implementation.
-JC
The ability to see skipped tickets is a feature that was emphasized when my company decided on Zendesk. However, only admins or someone with enough expertise to use an API call have that capability. While most companies will have some in their contact center that are capable, they are usually not handling the daily management of agents and tickets. I have had to extend admin access to supervisors I would rather have only team lead access and we end up having to create training on what not to touch because the only ones that really need the access are those managing the people that skipping the tickets.
Unfortunately, the reporting currently available through the team member's page is also very limited in functionality. While it is helpful to look at an agent and see what they are skipping and how often, we cannot even enforce providing a reason as mentioned here. There are multiple use cases for why this would be beneficial to see how often a ticket has been skipped the agents that skipped it and you finally answered this request from 2017 stating it was on a roadmap last July. That roadmap only seems to have led to updating your prior answer to look at the member page to add that we can use the API. This information should be available in the ticket events and reportable through Explore.
Please consider tossing the ticket skips reporting you have now and implementing it into the ticket data so we can start utilizing the information better. I think most companies will not care about the fact that some lower-level team members might be able to see the team members that skipped the ticket. It is just another level of transparency to hold them accountable.
Being able to report on Skipped tickets is the ideal. This would allow direct managers of teams that do not manage the Zendesk instance to be able to track their team and flag knowledge and process gaps more effectively.
There's an active product feedback thread going on reporting of skipped tickets -- I'd encourage you to upvote and add your use cases here: Reporting - Skipped tickets within the "play-mode"
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