Hi! I want to create a query that shows an individual agent's tickets solved per day over a week vs. the average tickets solved by agent per day in the entire group. How do I get the "Average Tickets Solved by an Agent per Day" metric?
Solved Tickets by Agent vs. Agent Average in group
Abigail
There is a Zendesk provided metric Tickets Solved Daily Average.
You can calculate the same metric at group level using an aggregate function
You can try:
ATTRIBUTE_FIX(SUM(Tickets solved - Daily average), [Ticket group])
and filter your report by Ticket Solved Date for the last week.
The agent average is calculated by taking the number of tickets solved divided by a count of the number of days that have solved ticket data. So if agents are not all solving tickets every day, comparing with the group figure may overstate the performance of agents.
Thank you!
Hi,
Similar to the question above, is there a way to get an Solved Ticket average for a select group of agents? For example, I'm looking to calculate the average tickets solved per day per agent for 6 specific agents.
Ultimately I want to be able to show everyone what the average solved tickets per agent per day is so they have a target to meet each day.
Thank you!
Hi Sarah,
Calculating the average number of solved tickets per agent and using it as a performance target is definitely possible in Zendesk. Here’s how you can approach this:
Calculating the average number of solved tickets per agent and using it as a performance target is definitely possible in Zendesk. Here’s how you can approach this:
Step-by-Step Guide to Calculate Average Solved Tickets
- Gather Data: First, you'll need to gather the total number of solved tickets for each agent. You can do this by using Zendesk Explore or the reporting features in your Zendesk account.
-
Create a Custom Report:
- Navigate to Zendesk Explore.
- Create a new report based on the Support dataset.
- Use the "Tickets" metric to count the number of solved tickets.
- Filter by Date: Set the date filter to the specific day you want to analyze (e.g., yesterday).
- Add Agents as Rows: Add the agent names to the rows of the report. This will allow you to see the number of solved tickets for each agent.
-
Calculate the Average:
- In the metrics section, you can create a calculated metric to find the average. You can use a formula like:
COUNT(Solved Tickets) / COUNT(DISTINCT [Agents]) - This will give you the average number of solved tickets per agent.
- In the metrics section, you can create a calculated metric to find the average. You can use a formula like:
- Set a Target: Once you have the average (e.g., 42 tickets), you can use this as your target for performance evaluations.
-
Visualize Performance: You can create a dashboard that displays:
- The average solved tickets per agent.
- Individual agent performance compared to the average.
- A visual representation (like a bar chart) that highlights who is above or below the average.
Monitoring Performance
- Regular Updates: Schedule the report to run daily or weekly to keep track of average performance over time.
- Alerts: Consider setting up alerts for agents who consistently fall below the average, so you can provide support or coaching as needed.
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Yes, this is possible. I have created a ticket where we can discuss this further.