How to measure my agents activities on unique tickets?

Answered

1 Comments

  • Hillary Latham
    Community Moderator

    I'm liking this idea of activity points - I may steal it.

    Have you tried using the ticket updates dataset and the "changes" attributes?  You could get some counts with a simple query filtering on Changes - Field name = status and Changes - new value = pending/hold/solved.  I think to be able to reference the agents current activity points on the ticket, you'd have to create your own metric with this logic.  I would maybe play around with these fields in your own metric and see if you can get the math to work out for your more complex tickets when there are multiple agents assigned or a ticket moved between statuses multiple times.

    Hope this helps.

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