Compare Agent ticket counts to team ticket counts

8 댓글

  • Kay Heunen
    Community Moderator

    Hi Hillary, can you draft a graph in Excel/Google Sheets with fake numbers of what you would like to accomplish, and share a screenshot here? I see a few possibilities on this, but the configuration differs widely from each other.

  • Hillary Latham
    Community Moderator

    Hey Kay, finally getting back to you.  This is what I was thinking.  In Excel, I have to add another column to get this data - I'm not sure how to do something similar in Explore.

    In the example below, I have six agents.  On average agents have 41.5 tickets, so I can see that Beatrice is well above the team average and Courtney is well below.

  • Louise Dissing

    Hi Hillary,

    Within Explore I made a custom metric to display the average amount of tickets:

    Then I created this report (don't mind the names "Assignee stations" & "Group stations"):

    When I added the COUNT(Tickets) I made sure it was set to "dual". (You can find this at the bottom when you select your query):


    I hope this helps you, otherwise, let me know! :-)

    #helpsome regards,
    Louise Dissing
    Team Lead @

  • Hillary Latham
    Community Moderator

    Hey Louise, I finally got to get back to this and it's not quite working.  Your screenshot looks like your avg is 6000 tickets but your agent takes 20-100 tickets a month.  It seems like more of a system ticket count than an per agent ticket average.

    I've kept playing with it, but since I want to use the filter of agent, I can't figure out how to count agent tickets outside the agent I want to filter and compare the average to.  I.e. if I'm filtering my main report to show tickets by agent <x>, then my average metric also filters out everyone but Agent <x>.

  • Hillary Latham
    Community Moderator

    It's like a need a metric specific filter.

  • Vaughan Hensley

    This is something I am interested to learn as well. Hillary's photo 6 months ago was a perfect example of what I am trying to execute.


    I would like to be able to have a trend line to identify the team's average calls handled. This trend line would be a constant which runs across all columns for the agent's total, in my case accepted call legs. How can I create a constant trend line that is determined by an equation, ex: Count(Accepted Call Legs)/Count(Call agents).

  • Hannah Meier
    Zendesk Team Member


    The instructions that Louise posted are almost correct, however, for your metric, you'll need to create a fixes calculated metric. There is a section in this article on how to create a constant average using fixed calculated metrics: 

  • circular saw

    I have check many pages on this forum, but this one is helpful for me here you should read it.


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