Explore Ticket Metrics - Individual Agent Reporting
RéponduUsing Explore, I am trying to set up a report that is emailed to each one of our agents with their weekly metrics (AVG ticket solve time, Ticket Solves, Ticket Updates, etc) so that this can be discussed during 1:1s. I know that I can create a dashboard for each agent but this seems as though it would get messy really fast. I would prefer to create one dashboard that could then be applied to each agent and then sent out accordingly.
We are currently using an add-on called Tymeshift and they have something called "Score Card" that does almost what we want but this cannot be emailed and it would be nice to be able to do it in Explore. I am just wondering how other organizations get around this.
Any ideas?
Thanks!
-
We do what Louise mentions above as option #2. Have a dashboard data filter to pick the agent, then manually download/share/email the results to our team members. We edit our reports so often, I can't imagine trying to keep individual copies of queries and dashboard for each agent.
There is feedback here on a feature for setting defaults for dashboard data filters: https://support.zendesk.com/hc/en-us/community/posts/360029385894-Setting-a-filter-default-state?page=1#community_comment_360008309014
-
Hi Jonathan,
I'd definitely say that it depends on how many agents you have! :-)
1. You could create a dashboard pr. agent and hide a bookmark that filters by this agent
2. You could add a filter where you could change the agent you want to look at and manually send it to the agent
3. You could also wait until Zendesk releases the ability to email schedule tabs and/or single reports.
I think I would prefer sending it manually to the agent, while I was preparing for the 1:1 meeting. This would also save me time in the creation of dashboards/reports and avoid old reports from former employees.#helpsome regards,
Louise Dissing
Team Lead @ helphouse.io -
@... Thanks for pitching in with your experiences! :-)
-
Was this ever answered? I have the exact same dilemma / need, but the suggested link has no valuable information in relation to a solution for the requirement
-
Hi Alan and everyone.
One thing you could try using are URL parameters in your dashboard. These can be used to set some filter types to a state you want when you open the dashboard. You'd need to create a URL for each of your agents but that would be a one-time thing. There is some information and examples for this at https://support.zendesk.com/hc/en-us/articles/360041105634
Vous devez vous connecter pour laisser un commentaire.
5 Commentaires