Onetouch tickets by agent assigned to Group

9 Comments

  • Jessie Schutz
    Zendesk team member

    Hey Guruprasad!

    What reporting tool are you using for this? The answer is going to vary depending on what you're using. :)

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  • Guruprasad Weaver

    Hi Jessie, 

     

    I am using Zendesk (Good Data) tool.

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  • Guruprasad Weaver

    Can anyone help me on this please

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  • Jessie Schutz
    Zendesk team member

    Hi Guruprasad!

    I've pinged our Community Moderators on this one. Hopefully one of them will be able to help!

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  • Fernando Duarte

    Hi @Guruprasad,

    Why do count the 20 tickets transferred to other team as 1 touch?

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  • Guruprasad Weaver

    Hi Fernando,

    We are looking for Total number of tickets handled. Tickets will be assigned to engineer, they do basic troubleshooting and then transfer to other team. So we are trying to calculate overall productivity including tickets transferred which were assigned to our agents. 

     

    Thanks and regards,

    Guru Prasad

     

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  • Fernando Duarte

    You will need to use 2 separate metrics in your What

    The first one is easy, as you can use the default # One-Touch tickets (SELECT # Solved Tickets WHERE (SELECT # Replies [Avg] BY Ticket Id) <=1)

    For the second one, do you want to count tickets that were reassigned regardless of the number of public replies?  What is the exact criteria to determine what to count?

     

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  • Guruprasad Weaver

    Hi Fernando,

    We are trying to calculate Total number of tickets which are assigned to engineers in Team and it should also include tickets transferred to other team after taking action on it. 

     

    So we need to have count of overall productivity of team.

     

    THanks and regards,

    Guru Prasad

     

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  • Brett Bowser
    Zendesk Community Team

    Hi Guruprasad,

    I noticed you didn't get any replies so I did want to at least provide some useful documentation that would hopefully get you started:

    I hope the above helps!

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