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.
📊 How do we use this in your Dojo?
Whilst all metrics contribute to an agent's skill points in their personal Dojo, some metrics reward more or less for certain skills. This is how Zendesk Touchpoints are distributed towards an agent's Quality, Productivity and Speed points.