Zendesk Touchpoints show the total number of actions that an agent has performed per week. An action is any update an agent has made to a ticket (e.g. writing a public comment, adding a tag to a ticket, leaving an internal note).
🧮 How do we calculate this?
The moment an agent performs any action on a ticket, the ticket is updated. As soon as the ticket is updated this is considered a touchpoint. Each touchpoint is automatically added to an agent's weekly tally on their scorecard.
- An agent opens a ticket
- The agent adds a #tag to categorize the ticket
- The agent then decides to leave an internal comment on the same ticket
This agent has just performed 2 Zendesk Touchpoints
🙋 So what does this mean for me?
Zendesk Touchpoints provide a detailed insight into how active an agent has been within their workweek.
However, this metric alone doesn't signify an agent's productivity. E.g- There are 2 agents, Agent A and Agent B. Both agents finish the week with 100 touchpoints. Agent A has solved 50 tickets in the week and Agent B has solved 5. Both may seem to be equally productive, however, Agent A has achieved more with the same amount of activity. This could be for a number of reasons, perhaps Agent A had simple one-touch tickets to answer or Agent B left multiple internal comments on each ticket.
To drill-in further and analyze each Zendesk Touchpoint individually and discover activity patterns, users can use the heatmap feature.