Zendesk Touchpoints display the total number of actions performed by an agent per week. An action refers to any update an agent makes to a ticket, such as writing a public comment, adding a tag, or leaving an internal note.
🧮 How do we calculate this?
Every time an agent performs an action on a ticket, the ticket gets updated. As soon as this update occurs, it is considered a touchpoint. Each touchpoint is automatically added to the agent's weekly total 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 two Zendesk Touchpoints
🙋 So what does this mean for me?
Zendesk Touchpoints offer a detailed view of an agent's activity throughout their workweek. However, this metric alone doesn't necessarily indicate an agent's productivity.
Consider two agents, Agent A and Agent B. Both agents finish the week with 100 touchpoints. Agent A has resolved 50 tickets during the week, while Agent B has resolved only 5. Although they may seem equally productive based on touchpoints, Agent A has accomplished more with the same level of activity.
This discrepancy could be due to various reasons, such as Agent A handling simple one-touch tickets or Agent B leaving multiple internal comments on each ticket.
To further investigate each Zendesk Touchpoint individually and identify activity patterns, users can utilize the heatmap feature.