Does anyone know how to get an Explore report to measure the Rapid Resolve ticket deflections?
How to report the ticket deflections using Rapid Resolve?
Thank you, Eric.
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Hi Mary,
The best way to report on Rapid Resolves is to use the Knowledge Capture dataset in Explore. You could use a similar configuration as the following:
Metrics = "Knowledge Capture tickets"
Rows = "Ticket ID"
Filters = "Knowledge Capture type" with only "Solved" selected
This will show you every ticket where Rapid Resolve has been used. You could also remove Ticket ID from Rows to see the total amount of tickets as well.
Warm Regards,
Eric G. Gao | Technical Support Architect | Zendesk