Developing a Report for Agent Productivity and Interactions.

9 Comments

  • Jennifer Rowe

    Nice recipe. Thanks, David!

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  • Mike Cartwright

    Wow! Loving the details on the chart, David! Thanks for sharing.

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  • Mindaugas Verkys

    Actually second report is wrong. Because its counting updates for the ticket, but not of the agent. So in other words when on the ticket has been working more than one agent, all updates are counted for ticket assignee.

    So if you need really to see agent performance I would suggest in this case to use Updater instead of Assignee.

     

    Best,

    1
  • David M Cardoso

    Hi there, Mindaugas Verkys!!

    Thank you very much for your tip... I ended up fixing it in order to count updates instead of replies. 

     

    Just in case anyone need any help, there it goes a good explantation about it:

    https://support.zendesk.com/hc/en-us/community/posts/203426146/comments/226360967

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  • Ian Maison

    This is very helpful but struggling to get the custom 'Interactions' Metric to go through as I just get an error:

    Unexpected ']'. Expecting: ), ,

    Any assistance would be appreciated.

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  • David M Cardoso

    Hi Ian Malson, 

    You are trying to compare two different metrics and probably that's the reason why you were not able to create your custom metric.

    I suggest you to change [Text Field] Preivous Value, for Ticket Status just after your Where. Inside your IN condition, my advice is to search for results on Atribute Values.

    Regards.

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  • Ian Maison

    Thanks David, kind of you to offer insight.

    I'm merely trying to copy the secondary report in this article, hence my formatting.

    I can't seem to get past the Unexpected, expecting message. Plus cannot achieve [Status] with the options available, I can do 'Ticket Status' as shown.

    The article states I should do the following:

    # INTERACTIONS
    SELECT COUNT (Ticket Updates, Ticket Text Field Change) 
    WHERE [Text Field] Previous Value IN ( [Status] open, 
    [Status] pending, [Status] new) AND 
    [Text Field] New Value IN ([status] solved, 
    [Status] closed)
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  • Tim Roberts

    Unfortunately, I am getting the same error even with the changes. Slightly frustrating as I would like to measure all interactions by each agent "yesterday" and not just solved as that is not always a realistic measure of work.

     

    any suggestions for a similar report gratefully received.

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  • Travis Rider

    Hello Tim,

    To investigate further I'll need to take this into a ticket and to gather a bit more information. Keep an eye for a reply via email.

    Thanks!

    0

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