Calculating Average/Median Replies per Ticket per Agent
Hello, I'm trying to build a query to determine the average/median number of replies for each Support Agent on our team. I'm using the Support: Ticket Events dataset, and I thought to use Agent Comments as my metric, and Assignee Name as my attribute. However, I believe that the way this is set up, the query will count the number of Agent replies on each ticket, regardless of who commented, and count those toward whoever the ticket was assigned to, which is not the output I want. Any help would be appreciated here, thank you!
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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_bgbIf you would need further clarifications or assistance, you can always reach out to us at support@zendesk.com.
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