One touch tickets by agent

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7 Comments

  • Carsten Falborg
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    Hi Martin

    You should be able to build a report in Insights with # One-Touch Tickets as Metric and Assignee as How.

     

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  • Kristel Kos
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    Is there any way to create a report like this with the % One touch tickets instead of #One Touch tickets?

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  • Graeme Carmichael
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    Kristel

    Create a new custom metric for the % of one touch tickets:

    Then add Ticket Assignee to your HOW section if you need it broken down by agent.

     

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  • Luke Harbour
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    Graeme, sorry can you provide screenshots of how you got the % of one touch tickets under WHAT? I'm having trouble setting that up. 

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  • Graeme Carmichael
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    Luke

    Sorry. I have omitted the second part of the solution.

    The above metric gives you the number of one touch tickets. To make a percentage by ticket assignee, create a further metric:

    ... and include Ticket Assignee as your HOW.

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  • Luke Harbour
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    Hi Graeme, thanks for your reply. Sorry I think I'm missing something. Here are my steps...

    Click WHAT > select # One-touch tickets > click Edit

    Clicking Edit allows me to edit the metric format, but I'm unsure of how to edit the MAQL to match your screenshot. I tried by clicking View Detail from the WHAT columns, but it takes me to a window that is locked

    Thanks for your help!

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  • Graeme Carmichael
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    Luke

    If you have not created custom metrics before, check out this article. You cannot just type the coloured items into the editor, so start there first.

    You have your first metric '# One-Touch Tickets' so that is absolutely fine.

    Under WHAT, click Add Advanced.

    ... and then Custom Metric.

    You can then start to build the custom metric for the % of one touch tickets.

    Ensure you use the element selector pane on the right hand side for # One- Touch Tickets, # Solved Tickets and the Ticket Assignee as you cannot just type these parts as text.

     

     

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