Reporting on Agent Reply Brackets in Zendesk Explore
How can I report on agent reply brackets using the Updates history dataset in Zendesk Explore?
To report on agent reply brackets using the Updates history dataset, you need to create a custom report in Zendesk Explore. This involves using calculated metrics and attributes to categorize tickets based on the number of public agent replies.
Start by creating a new report in Explore and selecting the 'Support - Updates history' dataset. You'll need to define calculated metrics for 'Public Agent Replies' and 'Tickets with Public Agent Replies' using specific formulas. Then, create a calculated attribute called 'Public Agent Reply Brackets' to categorize the tickets into different reply brackets. Finally, add these metrics and attributes to your report and apply any necessary filters, such as date ranges or agent names, to refine your results. For more detailed steps, refer to the originalZendesk help article.
More related questions
What skill level and time are required to create a report on agent reply brackets in Zendesk Explore?
Creating a report on agent reply brackets in Zendesk Explore requires an average skill level and approximately 20 minutes of your time. You'll need to have Zendesk Explore Professional or Enterprise, along with Editor or Admin permissions. The…
Why use the Updates history dataset instead of the Tickets dataset for agent reply reports?
The Updates history dataset offers enhanced reporting capabilities by allowing you to filter report results based on the date range when ticket replies occurred. While the Tickets dataset already includes an 'Agent replies brackets' attribute,…
How can I count public replies by an agent regardless of ticket assignment in Zendesk Explore?
To count public replies by an agent regardless of ticket assignment, use the 'Updater Name' attribute instead of 'Assignee Name'. This approach ensures that the count of public comments is attributed to the agent who made the updates, not just the…
What should I do if I encounter errors with the Public Agent Reply Brackets formula in Zendesk Explore?
If you encounter errors with the Public Agent Reply Brackets formula, ensure you are using the ATTRIBUTE_FIX function correctly. Recent changes in Explore calculations may require adjustments to your formulas. If you receive an error message about…
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