Hi,
how can I get such a list from Zendesk? The idea would be to find out whether some agents are not effectively using their license anymore.
Thanks
Enterprise Edition
List of agents sorted by the date they last worked on a ticket?
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Thanks Cheeny,
I was able to get somewhat close through the following explore settings. I am filtering this by updater role = agent, but I wasn't able to exclude light agents (who don't consume a license). How would I filter this such that I can see only full agents and not light agents?
Hi Albert,
Good to see that you are able to build your report!
You have two options. You can reach out to our Customer Support and request the list of your agents who currently hold a seat on your plan, or you can also tag your users and later filter the report using assignee tags.
Hi Cheeny,
Just to make sure I understand: you're saying there's currently no way to filter by agent type in Explore? Will this be corrected in the near future? Just like user role, it seems like an elementary property you'd want to be able to filter on.
Thanks, Albert
Hi Albert,
There is an option to filter using Assignee Role, however, the light-agent option is not part of the list. We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.
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Hi Albert,
I suggest that you use the Explore recipe: Agent interactions on tickets. It would let you create a query to show the number of interactions your agents are having on tickets, both with end-users and with each other. You can also use the Explore recipe: Reporting on created and solved tickets to analyze your created and solved tickets by date, and by a specific day of the week and add the filter ticket assignee.