Explore Recipe:
Looking to get the top 10 multi-touch tickets by issue type for the last month
Goal: Reduce multi-touch tickets by type
Multi-Touch tickets by issue and date
Hi Simon –
Yes, there is!
Hope that helps!
Yes, there is!
- Create a new query using the Support: Updates history dataset.
- In the Metrics, panel, add Updates > Updates and Tickets > Tickets created.
- Then go to Result manipulation on the right-hand toolbar, and select Result metric calculation.
- Click Add a new metric, call it something like "Touches per Ticket", and enter D_COUNT(Updates) / COUNT(Tickets created) (you can click the dropdown next to "Insert" select "a metric", and these two metrics will appear -- you'll need to enter the slash for division yourself)
- At this point Explore should add your Touches per Ticket to the query, but it may choose a format other than table – if that happens, click Visualization type in the right-hand toolbar and select Table.
- The last thing you'll probably want to do is add a decimal point to your calculation to get a little more detail – to do this, click Chart configuration in the right-hand toolbar, select Display format, then in the dropdown next to Touches per Ticket, select Custom, and bump up Decimal place to 1 (or whatever you like).
Hope that helps!
Hello, is there a method to calculate the average number of touches each ticket? Can i use For Any Problem
Hi James,
You can use any of the metrics for agent touches (How do I measure agent touches in Explore?) and perform calculations similar to Dave's sample above. But, if what you need to see the actual number of touches per each ticket, then you can slice your filtered data by adding Ticket ID under Rows. The table should then show the number of updates/touches on each ticket. If you need to further filter your report by Ticket type, then you can add the Ticket type attribute as filter, and select Problem.
You can use any of the metrics for agent touches (How do I measure agent touches in Explore?) and perform calculations similar to Dave's sample above. But, if what you need to see the actual number of touches per each ticket, then you can slice your filtered data by adding Ticket ID under Rows. The table should then show the number of updates/touches on each ticket. If you need to further filter your report by Ticket type, then you can add the Ticket type attribute as filter, and select Problem.
Hi,
I want to measure agent capability when it comes to handling tickets start to finish without having to hand off to another group. Therefore, I want to see the total number of tickets handled by an agent in total, vs the number of tickets that were handled by the agent and then moved to another group.
How can I measure this? Its not ‘one touch’ ticket as there may be multiple touches from the agent as they assist the customer, but they did not have to pass it to another group to solve it.
Thanks
Hello Hayley,
To measure the tickets handled by agents, you can create a report using the Updates History dataset. Feel free to explore the Zendesk Support dashboard by navigating to Agent updates and the Agent updates report. This will allow you to see metrics for the Updater (not just the Assignee) and track the number of updates and comments (both Public and internal) made by the agent. For more details, check out our document on Analyzing your Support ticket activity and agent performance: Agent updates.
We also have some Explore recipes that you can easily replicate and customize to fit your needs:
I truly hope this information brightens your day and helps you out!
To measure the tickets handled by agents, you can create a report using the Updates History dataset. Feel free to explore the Zendesk Support dashboard by navigating to Agent updates and the Agent updates report. This will allow you to see metrics for the Updater (not just the Assignee) and track the number of updates and comments (both Public and internal) made by the agent. For more details, check out our document on Analyzing your Support ticket activity and agent performance: Agent updates.
We also have some Explore recipes that you can easily replicate and customize to fit your needs:
I truly hope this information brightens your day and helps you out!
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For a similar recipe, you can refer to Analyzing agent ticket touches. Use the metric, multi touch tickets and attribute Ticket Type (In your case, use Issue Type). Please be reminded that Ticket type is the available attribute on my end. You can also remove the Ticket ID attribute on this example.
You can change the visualization to the format you prefer. Lastly, you can extract the top 10 results by Result Manipulation.
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