A metric base on total time on zendesk per agent

1 Comentários

  • Jessica Blake
    Ações de comentário Permalink

    Hi Alexandre,

    If you have the Time Tracking app installed (available on the Professional and Enterprise plans) there are a number of metrics that you can use to report on the time your agents are spending.

    Once you install that app, check out this article which includes some recipes that you can use with the time tracking app.

    If you are just wanting to report on the number of ticket updates that your agents are making, you should be able to create this report in the Support:Ticket Events data set which has a number of metrics including Agent Updates, Tickets Solved, Tickets updated with comment etc.

    Let me know if you get stuck with any of these options!


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