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Support - Ticket Satisfaction Statistics Time Filter

Planned


Posted Aug 08, 2023

Hello, 

In Support > Home where agents can see their Ticket Statistics / Satisfaction (shown below) we have noticed that the time-frame is currently capped at "this week" for Statistics and "60 days" for Satisfaction. 

Can you please add for example a drop-down menu or some sort of filter where you can select multiple time-frames such as today, this week, current month, last month, last 60 days and if possible some dynamic filters?

This will overall enhance the agent experience and productivity by enabling them to generally visualize their performance for a certain period and will also help keep track of their personal targets.

Looking forward for such a feature!


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3 comments

+1

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+1 This is necessary for this feature in Agent home.

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image avatar

Zac Garcia

Zendesk Product Manager

Thanks for this feedback!

 

I'm the person responsible for Agent Home, which we are rolling out to all customers progressively over the next couple of months, to replace the Dashboard experience shown in the screenshot on the main post above. For more, see Announcing Rollout of Agent Home

 

Agent Home lays the foundation for improved interactions with data on the agent's start page. Among the enhancements we have in mind, we are redefining how agents get access to relevant performance and productivity data - not just CSAT and tickets completed. This may include some timeframe filtering as part of the experience, though we are still in the early days of defining how this will work.

 

If you're interested in sharing your needs and use cases, please reach out to me at zac [dot] garcia [at} zendesk [dot] com.

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