• Pedro Rodrigues

  • April 12, 2022 17:23

  Community Moderator

  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)?

• Tres Moore

  • June 07, 2022 20:39

  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 

• Bilan Jenkins

  • August 16, 2022 05:56
  • Edited

  Pedro Rodrigues thanks for your reply! I too am a bit confused by your question. Here is an example of what I am looking for: 

  • I have 5 agents on my team
  • There are 500 new emails in our queue 
  • Each agent is expected to reply to at least 100 of those new tickets per day. This means that they should be moving a minimum of 100 tickets into solved, pending and/or on hold each day

  I hope that clarifies what I am looking for!

• Pedro Rodrigues

  • August 16, 2022 14:50

  Community Moderator

  Hello Tres Moore/ Bilan Jenkins you can achieve this with a standard calculated metric or attribute.

  For example, under the "Support: updates history" dataset, let's create a standard calculated attribute to validate the cases we want. We'll name it "Admin • Agent status update":

  

  IF [Updater role] != "End-user" AND [Changes - Field name] = "status" 
  AND ([Changes - New value] = "solved" 
  OR [Changes - New value] = "pending" 
  OR [Changes - New value] = "hold")
  THEN "Valid"
  ENDIF

  In our report filters, let's add our new ""Admin • Agent status update" attribute and filter it to show the "Valid" cases.

  

  That's it. We now can build a report based on these status updates by agents.

  Example result:

  

  To see these updates per agent, we'd add "Updater name" to the report rows.

  Hope this helps!

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