How can I create a report in Zendesk Explore to show an agent's backlog over time?

Hi Joshua,

To create the report

1. In Zendesk Explore, click the report icon.
2. In the Reports library, click the New report button.
3. On the Select a dataset page, click Support > Support - Tickets, then click the Start report button. The report builder opens.
4. In the Metrics panel, click Add. From the list of metrics, choose Unsolved tickets > Unsolved tickets, then click the Apply button.
5. In the Rows panel, click Add.
6. From the list of attributes, choose Assignee > Assignee name, Ticket status, and Time - Ticket created > Ticket created - Date, then click the Apply button.
7. To narrow down and avoid encountering a Network error in your report, from the Rows panel, click on the Ticket status > Excluded tab > tick the Solved and Closed statuses, then click the Apply button.

Another reason you need to include the Ticket status attribute and filter it down within your report is to ensure that only unsolved tickets are included in the report as metrics in Explore are not filtered down automatically.

Kindly check the article Working with report filters for more information about using filters in reports and when it is best to use them.

Once done with the steps above, here's an example of how the report will look:

To interpret the data (see the highlighted portion) in the example report above, there are currently 5 Open tickets assigned to Elaine that were created on July 25, 2021.

Hope this helps! Stay safe! :)