To understand the day-to-day activity inside the Zendesk Platform, we have introduced the Activity Metric. It can be located on top of your Agent View Scorecard:
What does this Metric mean?
Agents Activity allows you to understand what was your Productivity inside the Zendesk Platform.
It does not only show if you have been active during a particular time but, also allows you to see how active have you been.
How do we calculate the Metric?
Every time, when you are Submitting a ticket (doesn't matter what status you put - Open, Pending, Solved), we count it as a 1 touch point.
Note: Even if you did not write any comment (Email, Internal Note), but for example, adjusted the Subject line and saved the ticket, we also count it as 1 touch point.
1. Your Admin has defined how they want to calculate the Metric - every 15, 30, or 60min.
2. As soon as you leave 1 touchpoint, we count that you had activity during the defined timeframe (15, 30, 60 min).
3. As more touchpoints, you have during the time frame, as higher the percentage of your Activity - but what is the limit?
4. We take the most active time slot of your week (based on the touchpoints) and set it as 100%. All other time slots are being compared to the one with maximum touchpoints and therefore the percentage of activity is defined
5. Every week there might be a different number of touchpoints that would be set as 100% - this week it can be 16 and the next 10.
The drill into the Metric.
To see what is behind the Metric, click on any of the columns in the Scorecard:
You are now able to see all of the 15min time frames and when you have some sort of activity inside the Zendesk.
If the brick is almost white, it means that there was no activity at that time, however, if you see some color, it means that there was an activity.
If you want even more insights into this Metric, simply click the "Show touchpoints" button:
Now you can see:
- the number of touchpoints (ticket "Submit button clicks) for each of the time slots
- the percentage of activity - you can recognise it also by the color of the slot
How to understand the results of this Metric?
It's quite simple!
- If the time slot is colored - you have been working (Submitting) tickets
- If the time slot is not colored - you have not been working
Example of how we calculate the Metric.
The Admin of Kaizo set up the Activity Metric to be calculated every 15 min.
Agent Ana started her shift at 09:00 am and at 09:04 wrote her first email and left Internal Note.
After that, she wrote an email to another customer at 09:16 and solved the ticket.
So far, Ana has:
- 3 touchpoints -> 2 done in the first ticket and 1 done on the second ticket
- 30 min of activity -> the agent had touchpoints from 09:00 and 09:15 as well as between 09:15 and 09:30
For any inquiries reach out to us through email@example.com!