I really wish to know some hints on how to go about and achieve this in Zendesk Explore.
Basically, I want to show the percentage of an agent's solved tickets from their group.
For example:
Andrei is the agent, and Support is the group. How many tickets did Andrei solve from their group? And can that result be shown as a percentage? %
And if possible, can it be from multiple groups? For example, Support + Support T1. We have agents that are in multiple groups.
Please and Thank You!
@andrei17 this should work for you
That should do it. If you filter your data based on groups you'll see the % solved among all groups. Just be aware that all the rows will be calculated based on the total tickets, i.e. if Bob is in two groups and solves 5 in each and there are 50 tickets in each group, his % of total will be 10%. If Steve solves 5 in the first group and none in the second, his % of total will be 5%. If you don't like this, you could also group the data by group and calculate as % of subtotal so you'd see two rows for Bob and one for Steve. Hope that makes sense!
If you want to also see the pure number of solves, you can add a second metric (e.g. D_COUNT of tickets solved) as a separate column.
Thanks, Mark!
That made perfect sense. I am quite new to Explore. The mistake I was making is that I was only selecting one agent in "assignee name" Thus, it was always showing 100%. After selecting the other agents, the percent was calculated accordingly. Your post somehow made me realize that :)
Trying to push my luck here. Is there any way to be able to show only one agent in a KPI box with their percentage? Like the "one-touch tickets" one, but only one agent instead of the team. Here's a screenshot that might help with what I mean: https://d.pr/i/hcjP0H
All the best!
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