Compare Agent ticket counts to team ticket counts
In Explore, I'm working on a dashboard to show an agents stats for the quarter. I'd like to be able to compare that to the team stats.
So Agent A is on a team made of up Agents A, B, C, & D. Agent C is no longer on the team, but was earlier this quarter. I can show the count of tickets for Agent A in the quarter, but I want to compare that to the average or median of tickets for the team (agents A, B, C, & D). How can I get the avg of tickets for the team? The team changes often, so I don't want to build a metric to just divide by the current total number of team members.
It would also be great if I could show this on the same graph - Agent A ticket count compared the the avg ticket count per agent for the team of 4 agents.
Any creative ideas?
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Hi Hillary, can you draft a graph in Excel/Google Sheets with fake numbers of what you would like to accomplish, and share a screenshot here? I see a few possibilities on this, but the configuration differs widely from each other.
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Hey Kay, finally getting back to you. This is what I was thinking. In Excel, I have to add another column to get this data - I'm not sure how to do something similar in Explore.
In the example below, I have six agents. On average agents have 41.5 tickets, so I can see that Beatrice is well above the team average and Courtney is well below.
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Hi Hillary,
Within Explore I made a custom metric to display the average amount of tickets:
Then I created this report (don't mind the names "Assignee stations" & "Group stations"):
When I added the COUNT(Tickets) I made sure it was set to "dual". (You can find this at the bottom when you select your query):
I hope this helps you, otherwise, let me know! :-)
#helpsome regards,
Louise Dissing
Team Lead @ helphouse.io -
Hey Louise, I finally got to get back to this and it's not quite working. Your screenshot looks like your avg is 6000 tickets but your agent takes 20-100 tickets a month. It seems like more of a system ticket count than an per agent ticket average.
I've kept playing with it, but since I want to use the filter of agent, I can't figure out how to count agent tickets outside the agent I want to filter and compare the average to. I.e. if I'm filtering my main report to show tickets by agent <x>, then my average metric also filters out everyone but Agent <x>.
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It's like a need a metric specific filter.
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