Agent replies per hour?

7 Comments

  • Louise Dissing
    Community Moderator

    Hi Alex,

    Could you explain why you don't think it gives you the correct result and what you expected to see?
    Could you also link the article you read the recipe from? 

    I'm looking forward to hearing from you!

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

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  • Sy Sussman

    I would also like to see a solution to this question.

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Sy Sussman,

    Would you mind elaborating a bit more on your use case so we can better assist your wit your question in Explore? 

    Best regards. 

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  • Sy Sussman

    Hi Devan - Community Manager. Right now all of our CX agents are working from home. The managers want to see who is doing how much work and during which hours of the day.

    Ideally, we would like to be able to create a report/table where the rows are the agent names and the columns are the hours of the day and the cells in the table are the # of public comments.

    So for a given agent, I could look at yesterday's metrics and see that during the 9am hour she made 20 public comments, at 10am she made 23, at 11am she made 15, at 12pm she made 2, etc.

    The purpose of the report would be to check productivity throughout the day. Do we have some agents who handle a lot of tickets for 3-4 hours and then don't do much the rest of the day? Do we have some agents who just answer a few tickets each hour, but do it for 9 hours? Do we need to stagger lunch hours?

    We have tried to approximate this report via Hour Solved. It's a so-so substitute - tickets can go from Pending to Solved via an Automation, and that can happen in the middle of the night. And it doesn't capture back-and-forth conversations, just Solved time of day.

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  • Hannah Meier
    Zendesk team member

    Hello Sy,

    You can do this by creating something similar to the above chart in the Ticket Updates dataset.

    Metrics:

    Tickets updated with public comments.


    Columns:

    Ticket updated - hour.


    Rows:

    Updater name


    Filters:

    Updater role is agent or admin

    Update - Date

     

    And then go to the Visualization type menu (The three bars on the right hand side) and select "Table"

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  • Sy Sussman

    Hi Hannah Meier. Thanks for this. 2 problems.

    1. I can't figure out how to filter out automations. We have an automation that changes the status of a Pending ticket to Solved after 12 hours. These status changes are showing up in the table you helped me build. How can I exclude them?

    2. I set the columns for Ticket Updated - Date and Ticket Updated - Hour. I see that if I filter for 6/22 as the date, I will see the updates that happened on 6/22, but I also see updates that happened with these tickets on 6/23, 6/24, etc. How can I set it up to only see the activity that occurred on 6/22?

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  • Hannah Meier
    Zendesk team member

    Hello Sy,

    I'm going to pull this request into a ticket so I can get some more detailed information about the data in your account. You should receive an email shortly with the ticket information.

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