To measure agent touches in Zendesk Explore, you can use several metrics. TheAgent repliesmetric counts the number of public comments an agent makes on a ticket. TheAgent updatesmetric includes any update an agent makes, whether it's a comment or a field change. If you want to focus on comments, both public and internal, you can use theCommentsmetric.
For more detailed guidance, you can refer to theExplore recipe: Agent interactions on tickets.
The Agent replies metric in Zendesk Explore measures the number of public comments made by an agent on a ticket. This metric is useful for understanding how often agents are engaging with customers through public comments. If you're interested in…
The Agent updates metric in Zendesk Explore tracks any update an agent makes to a ticket. This includes both comments and field changes, providing a comprehensive view of all agent interactions with a ticket. This metric is ideal for those who want…
To measure both public and internal comments in Zendesk Explore, you can use the Comments metric. This metric captures all types of comments, allowing you to focus on communication rather than other ticket updates. This is particularly useful if…
In Zendesk Explore, it's possible for agents to solve tickets without adding replies, which might lead to more solved tickets than replies. This can happen if agents resolve issues through other means, such as field updates or internal comments. If…