Solved Tickets by Agent vs. Agent Average in group

已回答

已于 2021年11月11日发布

Hi! I want to create a query that shows an individual agent's tickets solved per day over a week vs. the average tickets solved by agent per day in the entire group. How do I get the "Average Tickets Solved by an Agent per Day" metric?

5 条评论

日期

ZZ Graeme Carmichael

Community Moderator

2021年11月15日

Abigail

There is a Zendesk provided metric Tickets Solved Daily Average.

You can calculate the same metric at group level using an aggregate function

You can try:

ATTRIBUTE_FIX(SUM(Tickets solved - Daily average), [Ticket group])

and filter your report by Ticket Solved Date for the last week.

The agent average is calculated by taking the number of tickets solved divided by a count of the number of days that have solved ticket data. So if agents are not all solving tickets every day, comparing with the group figure may overstate the performance of agents.

Abigail

2021年11月15日

Thank you!

Dayner Carry

2024年10月02日

Hi,

Similar to the question above, is there a way to get an Solved Ticket average for a select group of agents? For example, I'm looking to calculate the average tickets solved per day per agent for 6 specific agents.

Ultimately I want to be able to show everyone what the average solved tickets per agent per day is so they have a target to meet each day.

Thank you!