Light Agents activity report

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8 Comentários

  • Chandra Robrock
    Community Moderator

    Hi Richard! We use Light Agents at my company as well.

    I just checked a few Light Agents and it looks like those agents are classified as the Agent user role in Explore on my end.

    Mind sharing the exact query you've built out so that I can take a closer look on my end?

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  • Richard Sands

    Hi Chandra,

     

    I'm using a metric of SUM(Agent replies), with a column for Assignee Name. This is filtered by the relevant time frame but only includes full agents and admin. Am I missing something here? How do I include my light agents?

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  • Tim Grimshaw

    + 1 on this... I was looking for the same thing - I was hoping that the updater 'role' field would let me select the actual role listed, e.g. whether the person is a light agent, or administrator, or full agent etc. 

    To echo Richard's question, but in reverse, is there a way to report specifically full agent activity (excluding light agent activity)?

    For our use-case, I'm wanting to build a report to show the activity by Full Agents (excluding light agents). I can't go by filtering the number of public replies, because then it muddies the water between a full agent that hasn't put any public replies on any tickets this week, vs a light agent who can't put public replies on tickets. 

    I did hunt around, and this looked promising: https://support.zendesk.com/hc/en-us/articles/360036275933-Can-I-report-on-light-agents-with-Explore- but unfortunately doesn't really mention how to split out light agent data vs full agent data. 

    Has anyone found a way to do this please, or is there a hidden custom-filter that we could use here please?

    Thanks!

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  • Chandra Robrock
    Community Moderator

    Richard Sands Thanks for passing the exact query you're using along! The reason you're only see full agent seats is because Light Agents actually can't be assigned a ticket, so they would never show up as the Assignee. 

    Would you mind trying to create a new query under the Ticket Updates dataset and select Internal Comments as the Metric and Updater Name as the Row? From there, you can add a filter for Updater Role and exclude the end-user role. That should help you achieve a similar report to the one you were trying to build and should include your Light Agent users in addition to your full Agent/Admin seats. (If you're looking exclusively for light agent activity excluding any full agent/admin activity, keep reading my response to Tim's question below).

    Tim Grimshaw In Explore, Light Agents will still be classified as the Agent role. Certain metrics or attributes would only report on full agent seats by default (due to the limitations that Light Agent seats have), so it would really depend on what specific query you're looking to build. In general though, the easiest way that I know of would be to filter your query based on the Updater's Name. We do a similar thing at my company since everyone in our organization has a Light Agent seat while only a small handful of us have full Support Agents/Admins. 

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  • Tim Grimshaw

    Thanks Chandra!

    Yeah, I had hoped to not have to do it 'manually' by excluding people's names - means a lot of maintenance when people leave / join / become a full agent instead of light agent or vice versa.

    You mentioned certain attributes only report on full agent seats - I'm aware of e.g. assignee and that kind of thing (since light agents can't be assigned tickets), but is there anything else that could be used to differentiate between those roles do you know please?

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  • Richard Sands

    Thanks for the replies here! I've taken a look and can't find a metric of "Internal Comments". Is this something I need to enable somewhere?

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  • Chandra Robrock
    Community Moderator

    Tim Grimshaw It really depends on the exact query you'd like to run. In general, the Updater Name will be the easiest Attribute to filter off of since it's relevant for most queries. It definitely is a bit of upkeep, but it hasn't been much lift on my team's end and it definitely is the most straight-forward attribute to filter off of IMO. (Other community members might have a few other ideas that I haven't thought of though!)

    In the meantime, this help article might be a good reference for you as it outlines what Light Agents can and can't do on tickets. You can then reference that list to identify what queries your Light Agents might show up in. For instance, since Light Agents can't solve tickets, so you wouldn't need to do any extra filtering there since that report should only include tickets from Full Agents. Hope that helps point you in the right direction. 

    Richard Sands Would you mind confirming that you've selected the Tickets Updated dataset in Explore? You initially mentioned an Agent replies metric, which I believe is only available in the Tickets dataset. You should be able to confirm which dataset you're querying off of near the top left of your screen when editing an query in Explore. 

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  • Richard Sands

    Thanks Chandra Robrock - I have everything I need now!

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