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Allow reports on number of ticket "handles" per agent

I need to produce a report of how many Zendesk tickets I handle each day. I define a "handle" as each time I write something in a ticket and click submit. I've been able to produce a report of how many NEW tickets are created each day, but each day I also handle many tickets that reopened, sometimes multiple times. 

In order to gauge how much work an agent is actually doing each day, it would be useful to have a report on the total number of tickets responded to, including same-ticket reopens.

50 comments

  • 0

    Well, No answer yet? It´s just been 6 month since this request was posted...!

  • 0

    I'd appreciate some update here, too. Isn't it essential to know, how many tickets an agent can handle per day, to set a reasonable amount as daily target? It can't be too difficult to provide a list with all agents, where I can see, which ticket was handled at what time/date. I've created a view with the setting "assignee = agent name", where "status is solved" or "status is pending". But this is not helpful to see, if the agent is really working all the time. 1. It might be, that he assigned many tickets to an admin. 2. it might be, that those tickets have been updated or been handled by this agent again some days later. So if I want to check only a certain time frame, let's say 4 days, this ticket won't be shown in this timeframe, if the ticket has been handled 5 days later again...

     

    So I guess, there is no other way, to check the activity of an agent, currently... But it is necessary to check the (quantity) working performance of agents.

  • 0

    Agree with the above also atm you can see how many tickets an agent has closed or replied to, but only if they're the assignee, there are many times when a reply will be sent but the ticket would be left unassigned (at least in our workplace) e.g. a client asked today for a job to be done on a future date, I replied to say no problem and changed the ticket subject to reflect the date of the required change and left the ticket open in the queue as a reminder. It would be illogical to assign that ticket to myself as I may not be around on the day the change needs to be made.

    My opinion is that if zendesk is emailing agents updates of replies sent out (regardless of assignee) then the data exists to generate a report of all agent activity, all we need is another report parameter being - [actioned by and then choose the agent from the drop down] to choose instead of assignee when building reports.

  • 0

    "actioned by" sounds very good as new parameter! Thanks!

  • 0

    This is a very important report - how can we create that? Is there a report about many email an agent send per day?

  • 0

    Unfortunately there is no report you can create for this today. You can create a report to show you the number of agents the ticket was actually assigned to, but it's not possible to see the number of agents that "touched" the ticket. 

    We do plan on providing this in the future. 

  • 0

    I'd like to add my strong request for the more general feature of agent "touch" insight.  

    We wanted to create some views for agent quality review, which would show us all tickets that an agent has commented in.  Surprisingly, you simply can't do this even though the data are clearly all there.   I'm going to ask for this in it's own topic so as not to jack this thread, but it is related...

  • 0

    Oh i thought this report is present. :( This is one of the reasons why we moved to Zendesk  For a ticketing system, this is a very important to generate.

     

  • 0

    Hi there!

    I am really surprised that none actions have been taken for this request! It´s so important to follow up the daily performance of the agents. We gave for granted that we would have this report included when we moved to Zendesk, please make it happen!

  • 0

    We'll soon have the ability to report on Agent Touches, which is defined as any time an agent updates a ticket. This includes when an agent makes a public/private comment, reassigns, applies tags, etc.--any time an agent clicks the submit button.

    We'll first release these as pre-defined reports so you can see a list of agents ranked by number of ticket touches, and hope to have this available in the next quarter. After this, we'll likely add Agent Touches as available metrics in Reports and GoodData.

  • 0

    Great news, looking fwd to it!

  • 0

    This functionality is now available in the new Zendesk agent console. The below article provides more information on how to access this report: https://support.zendesk.com/entries/21999767

  • 0

    Is this available as a metric in GoodData yet, and if not any idea when it will be?

  • 0

    @Mattc: This is not available in GoodData yet., but we're discussing adding this to the next update to the GoodData data model. This would be a major update that includes other metrics, so I don't yet have a timeframe defined.

  • 0

    Any update on this?

    It's a key feature that really needs to be implemented.

  • 0

    Are the Agent Touches being reported only the work done by the Agent on that day, or do Automations/Triggers that happen on Tickets count in the Agent Touches?  There has been some confusion about this, and it seems that support@Zendesk has confirmed that Automations/Triggers count in the daily agent touches, which makes the numbers no reliable.  It would be nice to confirm for once and for all if this is the case?  You can refer to my Ticket  #358497 if you want to see the research and answer provided by Support.

  • 0

    Just adding my voice to the fray. We really need finer grain detail on agent touches than the built-in reports provide. Need this in gooddata so we can slice by day, hour, agent, etc.

  • 0

    Yeah couldn't agree more. Tickets are often set to solved by the customers, and we also have a trigger that sets them solved if the customer doesn't get back to us for 7 days. Without being able to run a report of the number of updates an agent has made on a specific date/during specific times it's impossible for me to track how much work they're doing. It's a really important metric - hope it gets added soon!

  • 0

    looking for an update on when this will be added to GoodData. I am running blind on calculated number of tickets touched by agent

  • 0

    I'd also like to see this in Goodata. I need to be able to slice touches by Agent, by hour, over time, filtered by a tag etc. It would be great to see this come soon!

  • 0

    I'd very much like to see this in Gooddata as well. Detailed information such as this and other ticket audit data (such as how long a ticket was in a particular status) is very important to us for gauging agent and organization performance.

  • 0

    We have another use case for reporting on touches to the tickets. Not only touches per agent over time, but we need to be able to report on (agents and end-users) touches per organization. Our Sales team has asked for reports showing how much our various customers are using our paid support services.

  • 0

    Just a quick update on this issue.  We are kicking off a project to update the Advanced Analytics data model that allows for reporting on ticket events. Ticket event level reporting will enable things like reporting on the number of comments, reassignments, escalations made by an agent, but also the number or percentage of Users from an Organization that interact with tickets.

    More details to come as we hammer out the details for the new model.

  • 0

    Hi Jason,

    Thanks for your recent update.

    Can you provide some more detail on the project to enhance reporting by ticket events please,  like what is already available in GD and what is coming and when it will be available.

    One thing we'd like to measure in additional to agent touches is "customer touches", i.e. count the new ticket created + every update by email, web form, etc. so we can measure demand made by our customers on our support team and break that down by language.

    thanks, Mark Hinson

  • 0

    I'm eagerly waiting for the 'agent touches' metric on GoodData

  • 0

    Hi,

     

    any updates? Is there a way to measure agent's performance in zendesk/goodata?

    This is very important functionality Zendesk seems to be missing...

  • 0

    @Jason - I'm very happy to hear that you are kicking off a project to update the Advanced Analytics data model that allows for reporting on ticket events, because I want to report on the number of public comments per agent over a specified period of time. 

    In terms of when we might see this in the product, are we talking 3 months, 6 months, a year? I'm just looking for a rough timeframe. A realistic answer is better than an optimistic one :-)  I understand that it takes time!

    Thanks!

    Jean

  • 0

    Hey Jason,

     

    This is marked as Done.  Can we be pointed at how to do this?

  • 0

    Hi All,

    Apologies for the radio silence on this thread. Making moves on analytics! Below are some updates that will hopefully shed some light on what we are planning and when you can expect to see it in reporting.

    Why is this request marked as Done?

    This was marked as Done when we added the ** Agent Touches metric on the Leaderboard dashboards** (Plus & Enterprise Only). If you have not checked out how you can track agent activity by agent and group, I recommend you take a look. If you are on Starter or Regular and want to check it out, reach out to ** support@zendesk.com** for a trial plan boost.

    What are we planning to do?

    For those of you who are looking for more ad hoc reporting functionality around agent touches, we are planning on adding a set of additional metrics for Advanced Analytics that will be focused on agent performance.

    The new metrics will allow you to create reports on more granular agent activities in tickets (agent touches, public/private comments) and help center (articles created, comments, answers). Additionally, we are planning on adding some agent attributes like tenure that allow you to analyze the learning curve as agents ramp up. We feel this will give a managers a more holistic view into the individual contribution and growth in a support operation.

    How will this change reporting in Advanced Analytics?

    This type of reporting will require us to make a significant update to the data model and enhance how we handle time dimensions in the Advanced Analytics integration. Currently, all time dimensions are ticket-centric, but in order to report on when an agent update or comment a new event time dimension will be added.

    Estimated timeline

    There is no timeline yet, but we are hoping for a release in Q1-Q2, 2014.

    @Mark - Interesting use case for measuring the number of updates from a given user or organization. I will look into this more as we are designing the data model.

  • 0

    So it's not done.

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