Number of Agents performing action Metric


  • Brett Bowser
    Zendesk Community Team

    Hey Travis,

    Excellent question!

    I think you're definitely on the right track here. You'll most likely need to track the number of interactions your agents have within a ticket during a specific hour. I'm going to get this post added to our monthly Community Roundup to help provide visibility to other users that may be able to offer up alternative solutions for you.


  • Graeme Carmichael
    Community Moderator


    This is interesting.

    For the number of Agents creating public comments:

    • Use the Support:Ticket Updates dataset
    • Create a new Standard Calculated metric defined as:


    Edit the aggregators to only have the D_COUNT option available. This will count the unique ID of the ticket updater every time an Agent makes a public comment.

    You can then do something like this:

    Using this approach you may have to create many new metrics to count the updater. Depending on how you are displaying and filtering your data you may get away with just creating one metric to count the agents updating. This will be easier to maintain.

    ... but always use the D_COUNT aggregate to ensure you are counting the unique values of [Updater ID].


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