Recent searches
No recent searches
Agent Productivity - Solved, Pending and On Hold
Answered
Posted Apr 12, 2022
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!
0
6
6 comments
Pedro Rodrigues
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)?
1
Tres Moore
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
1
Bilan Jenkins
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 hope that clarifies what I am looking for!
0
Pedro Rodrigues
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":
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!
0
Marc Dennis Javier
I tried this filter but it cannot be displayed or executed.

0
Dainne Kiara Lucena-Laxamana
Hi Marc Dennis Javier
That's a common issue with Explore when it's loading too much data in less than 2 minutes. It's the same for both reports & also filters. Try Eugene's recommendation to avoid that issue in your report: Explore report cannot be displayed
0