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  • February 15, 2021
  • 3 replies
  • 0 views

Hey Guys,

 

Is there any way that we can track on number of tickets addressed by agent yesterday. 

3 replies

  • February 16, 2021

Yes, but my answer depends on what you mean by addressed.  Do you mean assigned, solved, commented?  


  • Author
  • February 17, 2021

Hey @Hillary Latham

 

Addressed here means, tickets in which internal or public note (comment) added by agent.


  • February 18, 2021

I would probably use the Ticket updates dataset, filter on update date = yesterday and updater role not = end-user (filter out the end user updates), set row = updater name (which is the person who made the update) and then show the comment metrics you want.  In my example, I used Tickets updated w/comment, w/public comment, and w/internal comment.  You can play around from there.