Calculating Average/Median Replies per Ticket per Agent

1 Comments

  • Marj

    Hi Josue,

    Thank you for sharing this to us.

    Agent Comments metric is sliced by the Updater name and filtered by the Updater role (agent/admin) which will give you the number of comments submitted by each agent.

    We have an existing report under Zendesk Support (dashboard) > Agent updates (tab) in Explore which shows comments and updates made to tickets by your agents.

    Calculating an average will be more complex and might be not possible for some cases.
    We would suggest you check out first the default Agent Updates reporting. 

    You can check the article below for more reference
    https://explore.zendesk.com/hc/en-us/articles/115005204787-Overview-of-the-Zendesk-Support-dashboard#topic_nxc_mp5_bgb

    If you would need further clarifications or assistance, you can always reach out to us at support@zendesk.com.

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