Number of Agents performing action Metric
Unfortunately, we don't have a workforce management system in place. (We're working on that.) For the time being, we have to do our best with what's available in Explore.
We understand how to pull up a variety of metrics to help us understand ticket and call volume. However, we want to be able to compare that information to the number of agents working during that time.
From what I understand, we can't see how many agents were Online during a specific time (even through the Call dataset).
So from what we're thinking, the closest we could get is determining the number of agents that took action on the specific metric we're measuring.
For example, if we're checking to see how many Public Replies were sent during a specific hour, we want to see how many agents had send Public Replies during that hour (as a secondary axis).
The idea is we're trying to understand if the volume of actions is affected by the number of agents working during that hour.
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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.
Cheers!
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Travis
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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