Average Zendesk Activity

To understand the day-to-day activity inside the Zendesk Platform, we have introduced the Activity Metric. You can find it at the top of your Agent View Scorecard:

What does this Metric mean?

Agent's Activity allows you to understand what someone's productivity was like inside the Zendesk Platform.

It not only shows if one has been active during a particular time but also allows you to see how active they have been. 

🧮 How do we calculate this Metric?

Every time you submit a ticket (doesn't matter what status you put - Open, Pending, Solved), we count it as a one 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 one 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 one touchpoint, we count that you had activity during the defined timeframe (15, 30, 60 min).

3. The more touchpoints you have during the time frame the higher the percentage of your Activity will be - 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 compared to the one with maximum touchpoints and this is how the percentage of activity is defined

5. Every week there might be a different number of touchpoints that would be set as 100% - one week it can be 16 and another week — 10. 

Drilling into the Metric

To see what lies behind the Metric, click on any of the columns in the Scorecard:

Now you can view all the 15-minute time frames and identify when there was any activity within Zendesk.

If a block appears nearly white, it indicates that there was no activity during that period. However, if the block displays some color, it means activity took place.

For more in-depth insights on 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 also recognize it by the color of the slot

If you have any questions, please reach out to us through support@kaizo.com!