Explore Ticket Metrics - Individual Agent Reporting

Answered

5 Comments

  • Hillary Latham
    Comment actions Permalink

    We do what Louise mentions above as option #2.  Have a dashboard data filter to pick the agent, then manually download/share/email the results to our team members.  We edit our reports so often, I can't imagine trying to keep individual copies of queries and dashboard for each agent.

    There is feedback here on a feature for setting defaults for dashboard data filters: https://support.zendesk.com/hc/en-us/community/posts/360029385894-Setting-a-filter-default-state?page=1#community_comment_360008309014

    1
  • Louise Dissing
    Comment actions Permalink

    Hi Jonathan,

    I'd definitely say that it depends on how many agents you have! :-)

    1. You could create a dashboard pr. agent and hide a bookmark that filters by this agent
    2. You could add a filter where you could change the agent you want to look at and manually send it to the agent
    3. You could also wait until Zendesk releases the ability to email schedule tabs and/or single reports.

    I think I would prefer sending it manually to the agent, while I was preparing for the 1:1 meeting. This would also save me time in the creation of dashboards/reports and avoid old reports from former employees.

    #helpsome regards,
    Louise Dissing
    Team Lead @ helphouse.io

    0
  • Louise Dissing
    Comment actions Permalink

    Hillary Latham Thanks for pitching in with your experiences! :-) 

    0
  • Alan Walsh
    Comment actions Permalink

    Was this ever answered? I have the exact same dilemma / need, but the suggested link has no valuable information in relation to a solution for the requirement

    0
  • Rob Stack
    Comment actions Permalink

    Hi Alan and everyone.

    One thing you could try using are URL parameters in your dashboard. These can be used to set some filter types to a state you want when you open the dashboard. You'd need to create a URL for each of your agents but that would be a one-time thing. There is some information and examples for this at https://support.zendesk.com/hc/en-us/articles/360041105634

    0

Please sign in to leave a comment.

Powered by Zendesk