Request: track how many tickets agents pull from a specific queue

4 Comments

  • Jessie Schutz
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    Hey Jake!

    I'm not sure I understand what you mean by "pulling" tickets from the queue. Are they moving the tickets to a different view before assigning them?

    My initial thoughts are that any tickets added to the data team view can be tagged, and you can report on that tag.

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  • Jake
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    Sorry for using our internal lingo. Basically it's just when they grab a ticket by assigning it to themselves.

     

    As for tags, I thought we couldn't really report on tags in GoodData.

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  • Jake
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    The other main issue is that tickets change assignees when the Data team is done with them, so there's no way for me to track how many tickets a Data agent grabbed from incoming tickets before they reassigned them.

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  • Jessie Schutz
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    Hey Jake,

    Since we changed over from Advanced Analytics to Insights, the reporting capabilities surrounding tags have improved. One of my colleagues has written an excellent doc that you may find helpful - Insights tag reporting: Reporting on tickets with one or more tags (Professional and Enterprise).

    I checked with one of our Insights experts, and in this case you could create a report using ticket Updater. He threw this at me: 

    SELECT COUNT(Ticket Id, Ticket Updates) BY Updater WHERE Updater Role IN (Agent, Admin)

    That should get your started, at least. Please let me know if you have any other questions!

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