Reporting on same agent support
I'm looking to build a report that would show how often an agent is supporting the same member(continuity of care). For example Member 1 contacts support 10 times, of those 10 times how often did the same agent respond to that member? My end goal is to have an output that says in the month of October our agents supported the same member 30% of the time.
I've been looking at creating a standard calculate attribute and I think I would use the Update History dataset, but I'm not sure how to gather the number of times the same agent supported the same member.
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Hi Greg Choisser,
Considering the ticket's final assignee, This report is straightforward:
You can see the percentage of tickets assigned to an agent out of the total requester tickets. No custom attribute needed.
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This sort of works, but the output was a giant 50k line list of each agent and each requester. Then I added the average total to the very bottom. I was hoping for something cleaner.
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Did you apply a date filter for when tickets were created or updated?
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Hi Ahmed, I was running this for the year. It did give me the data I needed so thank you for that.
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