[Request]: Late Responses By Agent Insights Report

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  • Matthew Dunn
    コメントアクション Permalink

    Hi Scott,

    Although we don't directly support the creation of custom metrics, it sounds like you're looking to report off of the ticket updater as opposed to ticket assignee.  To do this you'll need to utilize the Events model in Insights.  I hope this article can get you moving in the right direction: https://support.zendesk.com/hc/en-us/articles/203777516.

    In addition, you'll want to set-up the report to display the percentage based off of the # of tickets updated by a user as opposed to the total # of tickets.

    I hope this helps.

    Cheers,

    Matt

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