Creating an Agent Activity Heatmap in Zendesk Explore
Is it possible to create a heatmap for agent activity in Zendesk Explore?
Yes, you can create a heatmap for agent activity in Zendesk Explore.
Instead of focusing on ticket creation, you can track the number of updates or comments made by agents. This involves using a different recipe that focuses on agent interactions with tickets. For detailed instructions, refer to the Zendesk article on counting agent interactions with tickets.
More related questions
How do I create a ticket creation heatmap in Zendesk Explore?
Creating a ticket creation heatmap in Zendesk Explore is a straightforward process. To get started, you'll need Zendesk Explore Professional or Enterprise, along with Editor or Admin permissions. Begin by navigating to the Reports library in…
Can I set the 'Tickets created - Hour' to a specific timezone in Zendesk Explore?
Currently, you cannot set a specific timezone for the 'Tickets created - Hour' in Zendesk Explore. The timezone used is based on your user profile settings. This applies to dashboards, report builders, and exports. While there's no option to change…
How can I exclude specific tags from my Zendesk Explore heatmap?
Excluding specific tags from your Zendesk Explore heatmap requires creating a custom metric or attribute. If you notice that excluding a tag increases the number of results, it's likely due to the way tags are processed. To properly exclude tags,…
How can I compare heatmaps over different time periods in Zendesk Explore?
To compare heatmaps over different time periods in Zendesk Explore, you can adjust the date ranges or create multiple queries. By modifying the 'Ticket created - Day of week' attribute, you can focus on specific time frames. Alternatively, create…
Can I customize the heatmap to track different attributes in Zendesk Explore?
Yes, you can customize the heatmap in Zendesk Explore to track different attributes. For instance, if you want to track 'request types' instead of 'Ticket created - Hour', simply replace the attribute in the Rows panel. This flexibility allows you…
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