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Measure responses via messaging vs. email



Posted May 24, 2024

Dear community, 

 

How can I measure the number of agent responses (updates) that was made via messaging, compared to the number of responses that were sent via email? 

 

Thank you!

Siri


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Darenne

Zendesk Customer Care

Hi Siri, I hope you're doing great! 
 
You can make use of the Updates History dataset from Explore to accomplish this task! I've prepared a sample for you to refer to, please refer to the screenshot below:
 

 
I utilized the Updates as Metrics and selected the Ticket channel, as well as the Updater's name/role as Attributes. I then applied filters based on my preferred channels and roles to obtain the specific details required for my report.
 
I hope this helps! 

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