How do I report on agent updates where a ticket custom field is updated?

9 Comments

  • Hillary Latham
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    Michael, you can use the "ticket field changes" attributes in the Ticket updates dataset.   Depending on what you are doing, you don't have to create a metric - you can just add the filters.

    For what you wrote above, seems like you would want to use Changes Field Name and Changes New Value.  If you need it as a metric, you would use the same fields and the same values shown as options in those fields in your metric.

     

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  • Michael McMahan
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    Yeah, tried that (Like 50 different ways), could not get it to work and match up with the results I get with good data.

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  • Hillary Latham
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    What does your query look like?  Can you break down how you are using the change fields for me - I can take a look and see if I can figure it out.

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  • Michael McMahan
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    I've since deleted the query I was attempting, and tried various iterations of the following

    Freehanding this so it wont be exact but is approx what I did

    IF [Changes - Field Name] = "Order Status"
    AND [Changes - New Value] = "Ready"
    THEN [Update - ID]

    Also tried with Adding AND [Changes - Previous Value] != "Ready" among other various things

    Also, I tried using this with the metrics Agent Updates and Updates, 

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  • Hillary Latham
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    Are you getting no data from your results, or some results, just different numbers (sounds like different, but I wanted to check)?  Are they more or less compared to insights?  

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  • Michael McMahan
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    With the numerous things I tried, I was able to get numbers. But some were either far too high or at minimum maybe 10x what was expected compared to insights. Never got anything that brought me very close.

    Was thinking, another way I could accomplish this is by tags instead of the order status. But I have not been able to get that to work either. Tried using the same methods.

    So, how would I find out how many updates an agent makes where a specific tag is added? Is that easier to figure out?

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  • Hillary Latham
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    I think this is the most efficient way to get what you need.  I'm wondering if what you are counting in a metric or other filters on your query are making your results incorrect.  If you want to share your entire query, I could take a look and offer an opinion if anything looks like the culprit; or you could put in a ticket and see if you can get some help since the numbers are not matching.

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  • Michael McMahan
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    Made another attempt with

    D_Count Agent Updates as my metric

    Updater Name under rows

    and filters for the ticket tag, updater role and update date

    It gets me close, but everyones numbers are over what I expect, some by more than double the expected number

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  • Hillary Latham
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    One thought - if you are counting updates, would this item get updated more than once in a single ticket?  Do you need to d_Count tickets instead of updates?

    If no, the only additional thing I could think of would be to troubleshoot - either narrow the time window and add ticket ID/update ID/Change fields to the output or use the decompose/drilldown tools and see if you can figure out why the numbers are high.   Which updates are showing and compare to the ticket details.

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