![]() The number of tickets where skills in an agents profile were matched with ticket skills. The number of skills in tickets where agent skills were applied. ![]() The number of tickets that do not have a skill associated with them. The number of tickets that have a skill associated with them. The percentage of tickets that were surveyed by a satisfaction survey.ĬOUNT(Surveyed satisfaction tickets)/COUNT(Tickets) The percentage of tickets rated with either good or bad satisfaction.ĬOUNT(Rated satisfaction tickets)/COUNT(Surveyed satisfaction tickets) The percentage of satisfaction surveys rated good.ĬOUNT(Good satisfaction tickets)/COUNT(Rated satisfaction tickets) Tickets that were not surveyed by a satisfaction survey. IF ( = "Offered") OR (="Good" OR (="Bad" THEN ENDIF Tickets that were surveyed by a satisfaction survey Tickets that were rated either bad or good by the requester. Tickets that have a bad satisfaction rating and an associated comment. Tickets that have a good satisfaction rating and an associated comment. The number of tickets with a bad satisfaction rating. The number of tickets with a good satisfaction rating. The percentage of tickets that were solved after more than two agent replies.ĬOUNT(Multi-touch tickets)/COUNT(Solved tickets) The percentage of tickets that were solved after two agent replies.ĬOUNT(Two-touch tickets)/COUNT(Solved tickets) The percentage of tickets that were solved after one agent reply.ĬOUNT(One-touch tickets)/COUNT(Solved tickets) IF (VALUE(Agent replies)2 AND ( = "Solved" OR ="Closed")) THEN ENDIF The number of tickets that have not received an agent response. The number of tickets that were reopened after being solved. ![]() IF (VALUE(Assignee stations)>1) THEN ENDIF The number of tickets that have been assigned to more than one agent. The number of tickets submitted by agents or administrators. The number of tickets submitted by customers or users that are not included in your Zendesk. IF ( = "Solved" OR = "Closed") THEN ENDIF
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