I'm struggling creating a dashboard on Zendesk Explore that shows our agents activities with the following requirements:
1. If I save a ticket as Pending or Hold, I'll get 1 activity point;
2. If I save this same ticket later as Solved, I'll keep the same activity point;
3. If the ticket I saved as Pending or Hold is assigned to another agent and that agent changes the ticket status to pending, hold or solved, both of us get 1 activity point each.
I'm using "D_COUNT(Agent updates)" to measure how many times an agent changed the ticket status. This was successful to show me the agent activity. However, if this agent saves the ticket status from pending to hold or solved, the agent gets 2 activity points instead of 1.
Anyone knows how to or is it even possible to measure my agents activity as the item 2 of the list above?
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