We have two agents in our Zendesk platform that we refer as "Support Automations" and simply "Tech". These users post replies to our customers via API that feeds into our internal Admin pages where we for example refund orders. When we refund in our internal support systems, that automatically triggers information that is sent to the customer in question. In order to calculate our automation rate, we've simply looked at tickets with these users as Assignee versus tickets with "manual" agents as Assignee. This is an inefficient way of doing it, since we cannot identify tickets that may be 33% or 50% automated.
Is there a good way to easily identify posts made by our automation agents and then calculate a percentage of actual public replies made by automation versus those made by manual users?
Ticket #1 has 2 replies by manual users, and is then solved with a reply by our automation. We'd want to get 2 manual and 1 automatic from this, or 66.7% manual
Ticket #2 has 2 replies and both are by automatic users. This, of course, gives us 2 automatic or 100% automatic.
In total, we'd then like to get 60% automation rate (3 automatic vs 2 manual replies).
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