Analyzing Skills-Based Activity in Zendesk Explore
How can I analyze skills-based activity in Zendesk Explore?
You can analyze skills-based activity in Zendesk Explore by creating custom reports. These reports help you understand how skills are utilized within your organization.
To get started, you'll need Zendesk Explore Professional or Enterprise, along with Editor or Admin permissions. Once you have these, you can create reports such as 'Tickets with skills by date', 'Skill type breakdown', 'Skill name breakdown', and 'Skills-based routing detailed view'. Each report provides insights into different aspects of skills-based routing, like the number of tickets associated with specific skills or skill types. For more detailed instructions, check out the originalZendesk help article.
More related questions
What do I need to create skills-based reports in Zendesk Explore?
To create skills-based reports in Zendesk Explore, you'll need a few essentials. First, ensure you have Zendesk Explore Professional or Enterprise, and Editor or Admin permissions. You'll also need to have set up some skill types and skills in your…
How do I create a 'Tickets with skills by date' report in Zendesk Explore?
Creating a 'Tickets with skills by date' report in Zendesk Explore is straightforward. Start by creating a new report using the Support: Tickets dataset. In the Metrics panel, add 'Skill routing > Tickets w/skills' and 'Skill routing > Tickets w/o…
How can I create a 'Skill type breakdown' report in Zendesk Explore?
To create a 'Skill type breakdown' report in Zendesk Explore, follow these steps. Begin by creating a new report using the Support: Tickets dataset. In the Metrics panel, add 'Skill routing > Tickets w/skills'. Then, in the Columns panel, add…
How do I generate a 'Skill name breakdown' report in Zendesk Explore?
Generating a 'Skill name breakdown' report in Zendesk Explore is easy. Start by creating a new report using the Support: Tickets dataset. In the Metrics panel, add 'Skill routing > Tickets w/skills'. Then, in the Columns panel, add 'Ticket > Ticket…
What is the 'Skills-based routing detailed view' report in Zendesk Explore?
The 'Skills-based routing detailed view' report in Zendesk Explore provides detailed insights into each ticket associated with a skill. To create this report, use the Support: Tickets dataset. In the Metrics panel, add 'Tickets > Tickets'. In the…
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