Phone

What does this metric mean?

The Phone channel in the Handled Tickets Category represents the Total Number of tickets supported by the agent that was submitted by the customer using one of the Phone channels. 

The Channels included in the group of Phone Channel can be:

• Inbound
• Outbound
• Phone
• Voicemail

🔥 To see the breakdown of the tickets supported per all these grouped channels, simply unwrap the Metric:

🧮 How do we calculate this metric?

Every time the agent "touches" the ticket, or leaves 1 touchpoint, that came through one of the named above channels, we add this ticket as +1 to the Handled tickets for the respectful channel.

The result presented for the Phone grouped metric is the sum of all the tickets supported through the mentioned channels (Inbound, Outbound, Phone, Voicemail)

❗️If the agent supported the same ticket, or left multiple touchpoints, within the same ticket for the same day the ticket is only counted once for that day.

💡 Example

- Agent A opened a phone ticket that came through Inbound ( tickets created via Zendesk Talk)  and left one touch point by submitting an internal note on the phone ticket at 09:00 am on Monday. 

- On the same day, Agent A returned to the ticket to leave  another internal note at 18:00 pm

In the Agent Scorecard, Agent A will see 1 Handled ticket for the Phone group channel

🧐 What information will I see when drilling into the Metric?

Every metric in the Agent's Scorecard has a drill-in option to see some more insights on the results.

When drilling into the Phone Channel metric you will need to choose the specific channel you would like to see some more insights on. In the shared screenshot we chose the Inbound channel as an example.

Once you choose the specific channel within the Phone channel, you'll see a dashboard.

Amount tickets touched:

- Here you will see the number of  Inbound tickets (created via Zendesk Talk) during the week.

In the example above Leslie is the only agent that supported the Inbound channel therefore only her weekly results are displayed. Normally you can compare the results with the average team results displayed in lighter blue. 

- Overview the trendline of the results and see if the agent is consistent with supporting the  API tickets.

-Click on the result of one of the days to get the list of all the tickets, created via Inbound, that were touched by the agent that day.