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How can I create a report in Zendesk Explore to show an agent's backlog over time?
Answered
Posted Sep 21, 2022
I am looking to create a report in explore showing the number of unsolved tickets assigned to an agent over time.
How can this be created, and what metrics or attributes should be placed in the rows/columns for this to display?
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1 comment
Elaine
Hi Joshua,
To create the report
Another reason you need to include the Ticket status attribute and filter it down within your report is to ensure that only unsolved tickets are included in the report as metrics in Explore are not filtered down automatically.
Kindly check the article Working with report filters for more information about using filters in reports and when it is best to use them.
Once done with the steps above, here's an example of how the report will look:
To interpret the data (see the highlighted portion) in the example report above, there are currently 5 Open tickets assigned to Elaine that were created on July 25, 2021.
Hope this helps! Stay safe! :)
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