Agent Productivity - Solved, Pending and On Hold
Hi All,
I'm having some trouble trying to find out how many tickets each of my agents handles per day (solved + pending + on hold). I can find # of solved tickets per day but I really want to account for all tickets they handle daily. Im hoping someone here can help me as I haven't found a solution through support.
Thanks!
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Hi Bilan Jenkins, you can create a standard calculated metric in Explore to see this (under the Updates history dataset), but just to clarify: do you want to consider agent updates when the ticket status was Pending/Hold/Solved, or only agent status updates (i.e. when they changed the ticket status to Pending/Hold/Solved)?
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Pedro Rodrigues I'd like to do the same as the original poster but don't understand your question.
How would I go about reporting on all updates by agent who either updated a ticket to pending, solved, or on hold?
My end goal is to produce one metric for: total tickets created - tickets updated to pending, solved, or on hold by date the ticket was created
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