Audit Individual Agents with Random Tickets
How can I audit individual agents using a random ticket selection?
To audit individual agents with a random ticket selection, you can use the calculated 'Random' metric in your report. Add 'Assignee name' to the Rows panel and filter by 'Assignee role' to include agents or admins.
Use the Result manipulation menu to select Top/bottom and specify the number of results per assignee. Add 'Ticket ID' to the Rows panel to get a list of top tickets per person. You can then view or export these tickets for further analysis.
More related questions
How can I audit a random selection of tickets in Zendesk Explore?
To audit a random selection of tickets in Zendesk Explore, you can use the Support: Tickets dataset. This involves creating a report with a calculated metric using the RANDOM() function. Once set up, you can apply filters and add metrics to tailor…
What do I need to audit tickets in Zendesk Explore?
To audit tickets in Zendesk Explore, you'll need a few things: Zendesk Explore Professional or Enterprise, Editor or Admin permissions, and ticket data in Zendesk Support. The process is designed for users with an intermediate skill level and…
How do I audit ticket groups with a random selection of tickets?
Auditing ticket groups with a random selection of tickets involves using the 'Random' metric in your report. Add 'Ticket group' to the Rows panel and use the Result manipulation menu to select Top/bottom. Specify the number of results per group and…
Can I filter random ticket selections by date or status?
Yes, you can filter random ticket selections by date or status in Zendesk Explore. Add filters like 'Ticket status' to focus on Solved/Closed tickets, or 'Tickets created - date' to specify a date range. These filters ensure that the random tickets…
Why don't my random ticket results refresh in Zendesk Explore?
If your random ticket results aren't refreshing in Zendesk Explore, it might be due to the data refresh intervals. Reports do not refresh constantly, and the same results are returned until the next data refresh. To ensure you have the latest data,…
How can I export a random selection of tickets from Zendesk Explore?
To export a random selection of tickets from Zendesk Explore, first set up your report with the 'Random' metric. Once you have your desired ticket list, click the drop-down arrow next to Save and choose Export. You can export the results as a CSV…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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