Explore: Number of tickets with a public update per day for entire team (Engagements)

Answered


In the chat dataset, there's a great metric of 'engagements' which essentially shows the number of customers an agent spoke to (on chat) in a day. We feel this is a fairer metric overall than ticket solves since more than one agent can touch a ticket (or to put it another way, multiple agents can 'engage' with a customer on a single ticket). However, there isn't really an equivalent metric that I'm aware of for email interactions. The closest I can think of is the number of tickets with a public comment on a given day for each agent, but I'm not sure how to build such a report. 

I know we can use the Update History dataset to count the number of total public comments per agent on a given day, but how can I build a report that only counts one public comment per ticket? Any advice is greatly appreciated!

 

End goal: Total number of customers an agent spoke to per day, by combining chat engagements and email 'engagements.' 


0

3

0 comments

Sign in to leave a comment.

Didn't find what you're looking for?

New post