Calculate Average Agent Replies in Zendesk Explore
How do I calculate the average agent replies per ticket per day in Zendesk Explore?
To calculate the average agent replies per ticket per day in Zendesk Explore, you need to create a Standard calculated metric. Use the formulaD_COUNT(Agent comments)/D_COUNT(Tickets updated)to compute the ratio between public agent replies and tickets commented.
After creating the metric, add it to your report and set the metric aggregator to AVG. This calculation will give you the average number of replies an agent makes per ticket on a daily basis, helping you analyze agent performance effectively.
More related questions
How can I create a report for average replies per ticket per day in Zendesk Explore?
To create a report for average replies per ticket per day in Zendesk Explore, you'll need to follow a few steps. First, ensure you have Zendesk Explore Professional or Enterprise and the necessary permissions. Then, in Explore, click the reports…
What permissions are needed to create a report in Zendesk Explore?
To create a report in Zendesk Explore, you need to have Editor or Admin permissions. These permissions allow you to access the necessary features and datasets within Explore to build and customize reports. If you're unsure about your permissions or…
What dataset should I use for creating a report on average replies in Zendesk Explore?
When creating a report on average replies per ticket in Zendesk Explore, you should use the 'Support - Updates history' dataset. This dataset contains the necessary ticket update information to calculate the average number of replies an agent makes…
Can I filter my Zendesk Explore report to show only public comments?
Yes, you can filter your Zendesk Explore report to show only public comments. In the Filters panel, add the 'Comment type' attribute and include only 'Public' comments. This ensures that your report focuses solely on the public interactions agents…
How can I include only Admin and Agent roles in my Zendesk Explore report?
To include only Admin and Agent roles in your Zendesk Explore report, you need to add a filter for the 'Updater role' attribute. In the Filters panel, select 'Updater role' and include only the 'Admin' and 'Agent' roles. This filtering ensures that…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
