Tier 2 Unassigned Tickets Report

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4 Comments

  • Jessica Blake
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    Hi Amber,

    You should be able to report on the number of escalations from one group to another by creating a custom standard calculated metric using the group ID's of the Tier 1 and Tier 2 groups.

    The metric is:

    IF (([Changes - Field Name] = “group_id” AND [Changes - Previous Value] = “ID of group”) AND [Changes - New Value] = “ID of group”) THEN COUNT(updates) ELSE 0 ENDIF

    It will look something like the below:

    If you're not sure where to find the group IDs, you can use the API endpoint subdomain.zendesk.com/api/v2/groups.json

    Then use this metric in your report and apply date filters to narrow down your results.

    Hopefully that helps! Let us know if you have any issues.

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  • Amber Martin
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    Thanks so much Jessica! I created the metric and it let me save but its returning 0 results. I have reached out to Zendesk Support.

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  • Violeta Micu
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    Hello,

    I need your help because i have to create the following report:

    - how many tickets were in Tier 2 at choosen date

    - how many tickets have been assigned to each Tier 2 agent in the date that i choose to analyze(the one from point1)

    - percentage between assigned tickets taken from the tier 2 general queue.

    Ex.

    1. Tier 1 escalated 10 tickets to the Tier 2 general queue (today or any other day). This means that total Tier 2 queue has 10 tickets no matter when they have been escalated.

    2. Today, this 10 tickets have been assigned like this:

           - agent 1 took 2 tickets,

           - agent 2 took 5

           - agent 3 took 1 ticket

    3. Calculate the percentage for each agent: Assigned tickets/Tickets opened in tier 2

    Is there any possibility to create this kind of report? 

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  • Zac
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    Hi Violeta,

    In order to achieve what you want, the simplest option would be to use the Support: Backlog History Dataset where you will be able to report on previous dates and the related assigned and unassigned tickets and you'll then be able to see how many tickets were unassigned in which groups in the past as well as how many tickets were assigned to each agent.

    You can then use a Result Path Calculation to display the percentage total and therefore have the value shown for each agent as a percentage of the total amount of tickets. You can check this article for more information: Performing calculations without calculated metrics.

    For more information on the backlog dataset and the related metrics and attributes available, you can consult this help article: Backlog History dataset

    Note that this dataset will only be available in the Support Entreprise plans.

    Kind Regards.

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