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

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3 Comments

  • Ray Van Voorhis

    I think I may have found a way to do this, but it's a cumbersome dataset and not the most streamlined. I'm already getting data-limit warnings and as the team grows it's only going to get worse.

     

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  • CJ Johnson

    I personally would not use "Engagements" to try and measure the work an agent did in chat. This is because the count of "Engagements" includes when an agent misses an assignment, as an engagement. To me, an agent being offered a chat and failing to pick it up, should not count as work. 
    Using Accepted Assignments would be a little better, because it wouldn't include those missed assignments, but for me, I found still fails to account for customers who immediately leave the chat when an agent joins, leaving the agent nothing to do. Should a chat with no real messages weigh the as the same amount of work as a five minute chat? This may be a non-problem however, if your chat is business to business or you simply just don't see this behavior from your customers. If you do see this issue, one way you can solve for this is by additionally only including chats where the agent sent for example, 2 or more messages. 
    Edit: this is what that formula can look like, found my version: 
    IF ([Engagement assignment]="Assignment Accepted") 
    AND SUM(Engagement agent messages) > 2
    THEN [Engagement ID]
    ENDIF

    For the second half, I think that the following will get you where you want to go! 
    Dataset: Updates History
     Metric: Tickets updated w/public comment
    Filters:
     Updater role: Agent
     Update - Date : Whatever date range you want to look at. 
    Attributes: Updater Name

    That will return a count of how many tickets each agent updated with at least 1 public comment during the time period selected: 

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  • Ray Van Voorhis

    This is incredibly helpful insight. Thank you so much CJ. 

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