Solved Tickets by Agent vs. Agent Average in group

Answered

2 Comments

  • Graeme Carmichael
    Community Moderator

    Abigail

    There is a Zendesk provided metric Tickets Solved Daily Average. 

    You can calculate the same metric at group level using an aggregate function

    You can try:

    ATTRIBUTE_FIX(SUM(Tickets solved - Daily average), [Ticket group])

    and filter your report by Ticket Solved Date for the last week.

    The agent average is calculated by taking the number of tickets solved divided by a count of the number of days that have solved ticket data. So if agents are not all solving tickets every day, comparing with the group figure may overstate the performance of agents.

     

     

     

     

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  • Abigail

    Thank you!

    0

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