Explore: Tickets per agent at time of creation
One of my teams is doing client outreach for subscription renewals. I am trying to track how many tickets they are creating for the initial outreach so I can set goals on how many they should be doing each day.
For this process, they are creating a new ticket, setting the requester to the client contact, then using a macro to populate things like Product and Issue Type as well as adding the subject line and email text. I want to know how many they created/sent, not how many tickets they touched, updated, solved, etc.
Hopefully that makes sense! Thanks for any help!
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Hi Joshua –
Since your agents are already using a macro for this process, I'd recommend adding an additional action to the macro, to add a tag to any ticket the macro is used on (make 100% sure you use the Add tags action, not Set tags, because the latter will remove any other tags on the ticket). Then you can track tickets using that tag – here's how: Explore recipe: Reporting on macros using tags
Hope that helps!
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