Agent touch and pass metrics?
I have an IT Service Desk and I want to be able to show how many tickets they touch but then later on are escalated to a different ticket group. I've been trying to think of a way to build this in Explore. I can create a custom metric of an update performed by a Service Desk agent where the group was changed, but this would leave out tickets that somebody from another group came in and took the ticket.
I've honestly at a loss and would love to hear any ideas you all have.
Thanks!
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Chris Curlett - you can actually create a macro for your IT Service Desk which will add ticket tags so you can pull this data from Explore if how many tickets they have touch.
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Jahn Bronilla - thanks but that's more of a workaround than a solution. This would only help me with tickets moving forward, and that's assuming the agents remember to use the macro every time they pass a ticket to another queue. I do my best to streamline the process and workflows for my agents, so I always avoid "don't forget to press this button" processes when possible.
As far as the report I'm looking for, the data is all there. Zendesk keeps track of when agents update tickets and when those ticket go to another group. I'm just struggling to find a good way of representing the data in Explore.
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