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Pablo Payet's Avatar

Pablo Payet

Joined Mar 23, 2022

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Last activity May 24, 2022

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Latest activity by Pablo Payet

Pablo Payet commented,

CommentCustomer service best practices and recipes

Hi,

Closed ticket is not a good metrics to assess agent performance on Zendesk at all.

Note that a ticket can only counted as solved 1 time. This means that no matter how often it reopens, it will only be counted as solved 1 time. Secondly, if agent A solve a ticket on day 1 on that agent B solves it again on day 2, it will count as solved only for agent B.
So basically, anytime you will look at the past on how many tickets were solved by X agent, you will get a different number as it depends on how often and when it will reopen, and who will then solve it for the last time.

This is also a problem when you want to define your staffing need. Usually I would see how long it take to close a ticket ( AHT), and apply to the number of tickets expected. But then you also need to know how often a ticket will reopen and require to be solved (additional AHT). This is very complicated.

Anyone can comment here or support please?

View comment · Edited May 24, 2022 · Pablo Payet

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