While trying to create a couple of business-defined performance measurement reports using Explore, I found it frustrating that out of the box, there appears to be no reports to measure a team of agents on a monthly basis. Although there are a lot of queries with individual metrics, not so much bringing it together in a table across all agents or creating a rate based on 2 metrics.
So I thought I would ask the community, what kind of agent performance reports are companies using? Are you using Explore to report on monthly KPI results for your team of agents?
Perhaps I have missed some glaringly obvious queries that give great insight.
To share our performance metrics, we are currently reporting (via export of ticket data to Excel):
But I'd be interested to hear what others are using, especially if they were already part of Explore or required little configuration change.
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