Can Zendesk record data on each handling?
Answered
Posted Aug 21, 2021
Hi
We plan to set up two extra levels named L2 and L3 who will handle the tickets escalated from L1 agents. Below is one simplified process.
We have KPIs on First Time Handling after escalation.
During handling, the tickets can be rejected back to L1 or L2. So we would like to know the exact time of rejection and handling after rejection.
That means we want to get all time data with clear marks to calculate each L2 and L3 agent's performance and how long the tickets can be finished.
IS it possible?
Thanks
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4 comments
Venillar Zayaan
All call recordings are stored in the United States and cannot be to the tickets and from there you can play the recording of the call.
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Jupete Manitas
Hi Qin, thanks for writing in!
I just want to confirm if you are looking for ticket handing time on each ticket? You want to look into these article below that caters to handling time for each ticket.
Time Tracking app: metrics you need to be measuring
Can I create a metric to give the time spent working on each ticket during last month?
Otherwise, please let us know if you have any other questions. Thank you!
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Qin Brian
Hi
We want to monitor each escalated ticket because we will have strict SLA on those tickets.
Time Tracking as I studied, cannot support us to fulfill the target
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Jupete Manitas
Hi Qin,
Upon checking, it seems that Zendesk doesn't have a specific feature to address your needs at this time. However, you may check Explore metrics - SLAs metrics that you can use in reporting or the SLA Event tracker App. I hope this helps and thank you!
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