Track Agent Service Length in Zendesk - Frequently asked questions
Frequently asked questions
How can I track the length of service for my Zendesk agents?
You can track the length of service for your Zendesk agents by creating reports in Zendesk Explore. Although there isn't a direct metric for length of service, you can use the date when an agent's Support account was first set up. Be aware that if…
What are the steps to create a report for agent length of service in Zendesk?
To create a report for agent length of service in Zendesk, start by opening Zendesk Explore and creating a new report. Use the Support - Tickets dataset and create a standard calculated metric to calculate the number of days since the agent's…
How do I categorize agents by length of service in Zendesk?
You can categorize agents by length of service in Zendesk by creating a report with service brackets. Use a standard calculated attribute to define categories like 'Junior agents', 'Agents', and 'Senior agents' based on the number of days since…
Can I track agent service length by months instead of days in Zendesk?
Yes, you can track agent service length by months in Zendesk by modifying the DATEDIFF function in your calculated metric. Change the last argument from 'nbofdays' to 'nbof_months' to calculate the length of service in months. This adjustment…
What permissions are needed to create service length reports in Zendesk?
To create service length reports in Zendesk, you need Zendesk Explore Professional or Enterprise access and Editor or Admin permissions. These permissions ensure you can access the necessary datasets and tools to build and customize your reports…
How can I filter Zendesk reports to show only agents?
To filter Zendesk reports to show only agents, add a filter for the Requester role in the Filters panel. Select 'Agent' to narrow down your results to only include agents. This filter helps you focus on agent-specific data in your…
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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.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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