Customizing Ticket Statistics in agent home tabs
Hi Zendesk Community, currently our agents can see a statistic of their "Good/Bad/Solved" Tickets on top of their home tab. This is not very useful for us.
We would love to customize what agents see there, to show agents how many Tickets they managed to update on that day (not that week), how many tickets they updated including a public comment etc. Basically we would love to build our own statistic up there, showing agents their daily ticket counts, that we feel would motivate them the most.
I am positive this is possible, but unfortunately I could not find any articles on this topic. Can someone here help out maybe? Would be very very much appreciated :)
Greeting from Munich,
Yvi (Customer Service myposter)
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This would be awesome for sure Yvonne Panarin. I suggest you to copy and paste it on a feedback page like the Ticketing System one, I guess. Feedback - Ticketing System (Support) – Zendesk help.
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Hi Yvonne, I've gone ahead and moved your post to the Feedback - Ticketing System (Support) – Zendesk help. The URL will stay the same, so there's nothing you need to do. Thanks for the feedback (and thanks for the suggestion, Julio)!
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@... Julio Cesar Thank you both for the prompt comments here. So this is really currently not something that can be edited? Just can't believe this has never popped up before :)
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In the meantime, there are also the Assignee Update and Agent Activity tabs in the default Support dashboard in Explore, which can be filtered down to see an individual agent's activity: Analyzing your Support activity
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(1) Would you also consider adding an option to choose the start of week on Ticket Statistics? At this time it shows Tickets Solved from 'Monday to Sunday.' This is not in sync with the reports we generate in Explore. Our language is set to US, which means start of week is 'Sunday to Saturday.' I hope this also reflects on 'Ticket Statistics' so that we're in sync.
(2) Customer Satisfaction is showing 60 days. What's the relevance of 60 days in reports? We'd check weekly, monthly and quarterly reports --- not 60 days. This should be customizable as well because the agents deserve transparency on how they are performing.
Thank you for your consideration. -
+1 for this. Our agent feedback is that Explore dashboards are too hard to access so they're using these stats far more regularly
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Yvonne has a great point. Currently it's a common request coming from our stakeholders.
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