Random ticket - Quality purpose

Answered

16 Comments

  • Andrew J
    Community Moderator

    Just clarifying this... so the ticket is dealt with and solved. Then your review agent is assigned it, and solves it?

    One thing we found with this flow (or similar) was that the original solving agents metrics were totally lost - it looked like they solved nothing.

    I guess you could look to add a tag for the specific agent reviewer, and let each of them have a view for the ones they are to review.  You should be able to randomise the application of a tag using dynamic content.

    Does that help?

    The final result is going to take a little building out.

    1
  • Mohamed Abdelwahed

    Thanks Mr, Andrew,

    What I meant to say is " I need some way to make the Quality team not picking the ticket from the agent solved but instead they will get a random amount of tickets for agent or agents in order to review them.

    0
  • Graeme Carmichael
    Community Moderator

    Mohamed

    Here is a fun thing you can try in Explore.

    Create a new query based on the Support Tickets dataset.

    Create a new STANDARD CALCULATED METRIC called 'Random Number':

    Edit the aggregators to only show MAX

    Create a new TOP/BOTTOM ATTRIBUTE 'Random Number Top 10'

    Now create your report:

    Filter

    • Ticket Status>Solved

    Metrics

    • D_COUNT(Tickets)

    Rows

    • Random Number Top 10

    To give a random list of solved tickets:

     

     

    0
  • Mohamed Abdelwahed

    Mr. Graeme,

    Thanks a lot, I will try and feed you back

     

    0
  • Christopher White

    Hi Graeme,

    Do you know of a way that you could use the random number generator to list 10 tickets for each of a group of chosen assignees? This would be a perfect solution for me that would make random QA picks really easy.

    0
  • Graeme Carmichael
    Community Moderator

    Christopher

    You can create a random ticket group by group as follows:

    Metrics

    • Max(Random Number)

    Rows

    • Ticket Group
    • Ticket ID

    Rather than use the TOP/BOTTOM ATTRIBUTE, use result manipulation. top/bottom

    0
  • Ryan Oakman

    Hi Graeme Carmichael

    I was wondering if you knew of a way to manipulate the above to show no more than 2 tickets per agent?

    For context, I use your suggestion to generate 20 random tickets per month, but some months it grabs 8 tickets from a specific agent and none from two others. This gives us a big picture, but not an accurate reflection of any data at an agent level. 

    I look forward to your suggestions. 

    0
  • Graeme Carmichael
    Community Moderator

    Ryan

    I am not sure that can be done.

    Over time, because the selection is random, the number of tickets selected against each agent should even out with agents with higher volumes having more tickets selected.

    You could increase your sample size in the report from 20 to say 30. This increases the chances of all agents being selected. Include the random number on the body of the report and manually disregard some of the lower values.

    Alternatively, keep your sample at 20 but run a second report with rows for Agent and Ticket ID and use result manipulation to select the top 2 tickets. This second report always has 2 selections per agent. Any Agent missing from the original sample can be selected from here.

    There is an Explore early access program for 'aggregation level functions' that may help here. Once that is released, I can take another look and see if it helps,

     

    0
  • Ryan Oakman

    Cheers, Graeme. That's very helpful! 

    0
  • Simona

    I just found this thread and I think it's brilliant, thanks a lot Graeme. 

    I do, though, have one question. I would like to have the same random ticket query just used for Ticket assignees instead of Ticket Groups, but if I just adjust the rows in the query, it gives me 0 results. Basically I would like to have 20 random tickets listed based on Assignee Name for a certain period of time. 

    Is it possible? 

    0
  • Graeme Carmichael
    Community Moderator

    Simona

    I am not sure why that would not work..

    So, you are getting it to work fine for groups but when you change the row for group to assignee name it returns nothing?

    0
  • Simona

    Yes, exactly. The query page is just blank. 

    0
  • Graeme Carmichael
    Community Moderator

    Simona

    Ok I shall have a think.

    0
  • Simona

    Thanks a million!

    0
  • Graeme Carmichael
    Community Moderator

    Simona

    I am have trouble replicating your problem. My selection looks like this:

    and the result manipulation looks like:

    I am not sure what is going wrong.

    0
  • Simona

    It worked!! I just switched around Assignee name and Ticket ID rows and apparently it fixed the issue.

    Thanks so much Graeme! 

    1

Please sign in to leave a comment.

Powered by Zendesk