Hi - I want to create a custom metric but am unsure how to do this in Explore. It's to track the % of tickets where only one agent replies. For context, we want to ensure that customers are interfacing and communicating with only one agent and not feeling "handed off". Here is the logic I'm envisioning but am unsure how to create this metric in ZenDesk.
% of Tickets with with no more than 1 external replies from different teams (or agents) i.e. it can have multiple replies but not from different support team members. It can also be handed off so long as there was only one agent that the customer was corresponding with.
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