Create Customer Satisfaction Report by Agent in Zendesk
How can I create a report on customer satisfaction by agent in Zendesk Explore?
Creating a report on customer satisfaction by agent in Zendesk Explore is straightforward with the right permissions and data.
To start, ensure you have Zendesk Explore Professional or Enterprise and the necessary Editor or Admin permissions. Begin by clicking the reports icon in Zendesk Explore, then select 'New report' from the Reports library. Choose the 'Support - Tickets' dataset and start your report. Add metrics for 'Solved tickets', '% Satisfaction rated', and '% Satisfaction score'. In the Columns panel, add the 'Assignee name' attribute. Use the Column visualization type and adjust the axes for the satisfaction metrics to Dual. Configure the chart to display values and format them as percentages. Once complete, you can further enhance the report with filters for date ranges or top agents. For more details, check the originalZendesk help article.
More related questions
What permissions are needed to create a customer satisfaction report in Zendesk Explore?
To create a customer satisfaction report in Zendesk Explore, you need specific permissions and access. You'll require Zendesk Explore Professional or Enterprise, along with Editor or Admin permissions. These permissions allow you to access the…
How can I enhance my customer satisfaction report in Zendesk Explore?
Enhancing your customer satisfaction report in Zendesk Explore can provide deeper insights and more tailored data. You can add filters such as 'Ticket solved - Date' to focus on specific time periods. Use top/bottom filters to highlight…
Why is the CSAT reporting volatile when using the 'Ticket solved - Date' attribute?
CSAT reporting can be volatile when using the 'Ticket solved - Date' attribute due to retrospective changes in data. If a ticket is initially solved and rated poorly in one month, but the conversation continues and the ticket is resolved in the…
Is there a way to report on CSAT by the date it was rated in Zendesk Explore?
Currently, Zendesk Explore does not have a native attribute for the date a CSAT rating was given. The closest available attribute is 'Time - Ticket solved', as surveys are sent upon ticket resolution. However, this can lead to issues if the…
How can I create a custom metric for CSAT in the 'Ticket Updates' dataset?
Creating a custom metric for CSAT in the 'Ticket Updates' dataset involves replicating existing metrics with adjustments. Start by recreating the '% Satisfaction Score' metric from the 'Tickets' dataset. Use the formula: COUNT(Good satisfaction…
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