How to report on agent updates in Explore (when Agents have been downgraded to End users)?

7 Commentaires

  • Nicole Saunders
    Zendesk Community Team

    Thanks for posting this, Jacob!

  • Bill Cicchetti

    Good to know!

    On that note: When an agent is reassigned as an End User (or in some cases Light Agent) what other effect does it have on reporting on agent tickets?  For example does it effect your total ticket counts such as # open #solved?

  • Jennifer Rowe
    Zendesk Documentation Team

    Great recipe, Jacob! Thanks for sharing it.

  • Rob Stack
    Zendesk Documentation Team

    Hi Jacob, I love this recipe. Thank you for posting it!

    I've referenced it in the community section of our Explore recipes reference page to help more people find it.
    Explore recipes reference

    Again, thanks so much for posting!

  • Jacob Johst Christensen
    Community Moderator

    Thank you all.

    Bill Cicchetti

    The agent downgraded to end-user action only affects queries and metrics that include a filter for those roles.
    While it is possible to have such filters applied on ticket counts, it shouldn't have an impact on your total ticket count.

    If you have the option of downgrading to Light-agents, that will probably be the best solution - the above workaround will not be necessary in that case.

    I hope that helps.

  • Eugene Orman
    Zendesk Product Manager

    Jacob Johst Christensen 

    This is a great workaround. Thank you!

    Just a small suggestion. To make the calculations as fast as possible the best is to use the base attributes. In this case, it is better to use [Updater organization name - Unsorted] instead of [Updater organization name]. 

    So, the example formula will be:

    IF ([Updater organization name - Unsorted] = "The Agent Org")
    THEN [Update ID]
  • Jacob Johst Christensen
    Community Moderator

    Thanks, Eugene Orman!
    I've added a note and linked to your comment in the post.


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