Report on the amount of unique agents that submitted a public comment per ticket

6 コメント

  • Amy Dee
    コメントアクション Permalink

    Hi Tom! For this type of report, I'd start with this recipe: Finding how many users submit tickets each month. That shows how to find the number of unique users with at least one requested ticket. The comments of that recipe include an applied version for updaters:

    • SELECT COUNT(UpdaterTicket Updates) WHERE Updater Role IN (AgentAdmin) AND Updater Activetrue 

    You could add a parameter like "AND Public Commenttrue" to see the number of unique agent/admin updaters who have submitted at least one update with a public comment. This should give you a solid starting point for your report. 

    I also want to point out a key difference for the date - Date (Event) would look at the date of the comment, while Date (Ticket Created) or Date (Ticket Solved) would show you the whole history of the ticket, regardless of when the comments happened. Both have valid use cases, so you'd need to figure out what works for you.

    I hope this helps! Happy reporting!

    0
  • Tom from dapulse
    コメントアクション Permalink

    Thanks Amy.

    If I understand this correctly, it won't give a metric per ticket.

    Am I correct?

    I want to understand how many agents are commenting on a ticket now, and work to get that number down.

     

    0
  • Amy Dee
    コメントアクション Permalink

    Hi Tom! That's correct. On its own, this metric doesn't really care about individual tickets. There are a few ways to approach "per ticket" results. The first and easiest is to simply add Ticket Id under HOW:

    (Screenshot from a test environment)

    You can see that most of my tickets have (the same) 1 or 2 agent updaters, with the occasional 3rd agent chiming in. The overall average is 1.47 agent updaters per ticket.

    You can also bake that type of aggregation into a metric. For that, you'd wrap some layers around it:

    • SELECT AVG(SELECT( updater count metric ) BY Ticket Id)

    This says to find the count of unique agent updaters for each ticket, then take the average across tickets. That allows me to find the same 1.47 updater per ticket average without the whole chart:

    These are simple examples, based on a quick average in a test environment. You may need to filter by different dates or other ticket properties. You may also be interested in other aggregations, like a median or a maximum (to find the most updaters/ticket in any given block of tickets). There are a lot of directions you can go, which also means a lot of places to get stuck.

    I recommend starting with Ticket Id under HOW as you play around with other report elements. Once you feel comfortable with the results you're seeing, you can build it into metrics as needed. That should also give you a handy frame of reference for auditing your results.

    I hope this helps! Happy reporting!

    0
  • Tom from dapulse
    コメントアクション Permalink

    Amy you are wonderful as usual!

    I'll get to it, and will followup if I have further questions.

     

    Thanks

    0
  • Tom from dapulse
    コメントアクション Permalink

    Hey Amy, what am I missing here?

    0
  • Amy Dee
    コメントアクション Permalink

    Hi Tom! You need SELECT COUNT on that inner metric part - SELECT AVG(SELECT( SELECT COUNT(Updater, Ticket Updates)... 

    Apart from that, it looks good! Good luck!

    0

ログインしてコメントを残してください。

Powered by Zendesk