How to Analyze Skills-Based Activity - Frequently asked questions
Frequently asked questions
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…
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…
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…
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 >…
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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“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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