Reporting on Agents in Different Groups - Frequently asked questions
Discover how to report on agents in groups different from their Support group. This page answers common questions about group reporting in Zendesk.
Frequently asked questions
Can I report on agents in a different group than their Support group?
Yes, you can report on agents in a different group than their Support group, but it requires some workarounds. While you can only use the group attribute to show what Support group an agent is assigned to, you can create a custom user field or…
How can I use custom fields to report on agents by manager?
You can use custom fields to report on agents by manager by creating a custom user field in agent profiles. This custom field can be used to designate which manager an agent has, allowing you to generate reports based on this information. By…
What are the steps to report on agents using tags?
To report on agents using tags, you need to add specific tags to agent profiles. These tags can represent different managers or any other grouping criteria you wish to use. Once the tags are in place, you can generate reports based on these tags,…
Can I create custom attributes for agent reporting?
Yes, you can create custom attributes for agent reporting by using existing attributes like Assignee name or email. By organizing these attributes into groups or sets, you can create custom attributes that allow you to report on agents according…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
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Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
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Read FreeCash's case study
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