Hi Zendesk Community,
This has been a frustrating one. I've been tracking agent activity in how many tickets an agent has solved. But I have been using the "Solved Tickets" attribute in the Support: Tickets dataset. I ran numbers on a agent by agent basis for any given day, as well as total solved tickets for that same day, and the numbers did not add up. Now I'm finding out
1) "Solved tickets" doesn't necessarily mean they turned the ticket to solved on that day, just that the ticket was in "solved" status in their name on that day, which could have been solved by them days before. An absurdly worded attribute called "Tickets solved" (yup, its the Solved Tickets naming convention backwards... like that won't cause confusion) is actually what I would want in order to see when a ticket was updated on that given day. Further frustrating, the Tickets Solved attribute lives in the Tickets Updated dataset, so I can't link it to data/attributes in the main Tickets dataset.
2) Solved includes Closed tickets, so if our tickets auto-close after 7 days, tickets that were closed 7 days ago will show up because they're changing their status to Closed, when all I really want is to know how many email tickets were solved by my agents in a cumulative number, and that number again should match up if I looked at each of their solves for the day.
I should also add that when I look at these numbers within the last 24 hours, they'll say one thing, but when I expand the timeframe to the previous few days or weeks or months, that number for any given day (like the last 24 hours) actually changes! It makes me think that the dataset is showing an aggregate of multiple attributes. I just want unique data for what was updated each and every day, whether it be "today", "yesterday", or "this year."
Does anyone else like to know how many emails their agents actually solved that day, without counting Closed tickets from before and doublecounting tickets that are in solved status from before? This is an agent activity/performance KPI so it needs to show that we are being productive as a department and also as individual agents.
If you have a recipe, that would be awesome! Thank you in advance!