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Andrews Dumith

Joined Feb 06, 2023

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Last activity Jun 27, 2023

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Latest activity by Andrews Dumith

Andrews Dumith commented,

CommentBuilding reports

I have created a formula that calculates the "AgentRanking" or ranking of a support agent using various criteria related to Zendesk tickets.

Below is a breakdown of the steps and calculations performed in the formula:

1. The "TotalTicketsSolved" variable is used to count the total number of resolved tickets in Zendesk that have a status ("Status") of "Solved".

2. The variable "TotalTicketsSolvedUncategorized" is used to count the total number of tickets in Zendesk that have a Priority ("Priority") of "Uncategorized".

3. The average time to full resolution ("AvgFullResolutionTime") is calculated based on the pre-set ranges, i.e. "0-5 hrs", value 3 is assigned; if it falls within "1-7 days", value 10 is assigned, and so on. If the resolution time does not match any range, the value 0 is assigned.

4. The average time to first response ("AvgFirstReplyTime") is calculated using the average function. As in the previous step, numerical values are assigned to each range.

5. The average first resolution time ("AvgFirstResolutionTime") is calculated the same as 3 and 4.

6. The average total resolution time ("AvgSolvedTime") is calculated using the average function on the "SolvedTime(Hrs)" column.

7. The percentage of tickets resolved on the same day ("SameDayResolvedPercentage") is calculated. The number of tickets for which the "SameDayResolved" column is equal to 1 (indicating that they were resolved on the same day) is counted and divided by the total number of tickets.

8. Once all the variables have been calculated, they are combined to obtain the "AgentRanking". Each component of the ranking is multiplied by a specific weight and summed to obtain the final result. The weights are assigned as follows:
   - "TotalTicketsSolved" and "TotalTicketsSolvedUncategorized" have a weight of 20% each.
   - AvgFullResolutionTime" and "AvgFirstResolutionTime" have a weight of 15% each.
   - AvgFirstReplyTime", "AvgSolvedTime" and "SameDayResolvedPercentage" have a weight of 10% each.

What do you think about this way of ranking the agents?

What could you add or remove from the formula?

Thank you,

View comment · Posted Jun 27, 2023 · Andrews Dumith

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Andrews Dumith commented,

CommentBuilding reports

Pedro Rodrigues (opservator.com), yes if I try with a new report it's works.

So, why?

There is a metrics limits or something like that?

Thank you in advance, 

 

View comment · Posted May 02, 2023 · Andrews Dumith

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Andrews Dumith commented,

CommentBuilding reports

Hello Pedro Rodrigues (opservator.com)

Thanks for replying,

I did it and it didn't work either, any other ideas?

View comment · Posted May 02, 2023 · Andrews Dumith

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Andrews Dumith commented,

CommentBuilding reports

Greetings guys, 

Thank you very much for the space to share knowledge and help us understand how this platform works so helpful for us resource managers.

I have been building a ticket database and have used several very beneficial metrics to measure the effectiveness of my team, in fact I only need one to complete the project and build my own graphs.

The metric or attribute that I am missing is the age of the tickets, so searching I found this formula:
IF ([Ticket custom status name] != "Solved")
THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_days")
ENDIF

Which I have pasted to my report but for some reason I don't know, no values are shown in the report and I don't understand why.

Possibly one of you has the key to the missing link :)

Thank you so much,

 

View comment · Posted May 01, 2023 · Andrews Dumith

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Andrews Dumith commented,

CommentPerforming calculations

Greetings guys, 

Thank you very much for the space to share knowledge and help us understand how this platform works so helpful for us resource managers.

I have been building a ticket database and have used several very beneficial metrics to measure the effectiveness of my team, in fact I only need one to complete the project and build my own graphs.

The metric or attribute that I am missing is the age of the tickets, so searching I found this formula:
IF ([Ticket custom status name] != "Solved")
THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_days")
ENDIF

Which I have pasted to my report but for some reason I don't know, no values are shown in the report and I don't understand why. Possibly one of you has the key to the missing link :)

Thank you so much,

View comment · Posted May 01, 2023 · Andrews Dumith

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