SLA agent in charge retrieve in a report
Hello, please could you guide me through if it's possible?
So far I've managed to report the ticket ID, ticket URL, SLA policy breached name, datetime, number of agent reply caused breach policy but not the agent breached the policy.
Also it could be helpful if we can report the time agent spent on a reply instead of SLA time (and the difference between).
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Hi Drey! Unfortunately, this isn't possible today. However, I do know that this has been requested in the past. I'd recommend upvoting this post here: https://support.zendesk.com/hc/en-us/community/posts/360033966514-SLA-Reporting-at-Agent-level.
In terms of reporting on the time the agent spent on a reply, you can definitely achieve this using Zendesk's Time Tracking app. However, these metrics are only available when using the Ticket Updates dataset rather than the SLA dataset. Being able to query from two different datasets in Explore has also been requested here: https://support.zendesk.com/hc/en-us/community/posts/360051357693-Create-Query-from-two-different-datasets
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