In this Explore recipe, you'll learn how to create a report that shows the satisfaction score rating percentage for tickets that were one-touch, two-touch and multi-reply solves.
What you'll need
技术水平:东亚峰会y
Time Required: 10minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (seeGiving agents access to Explore)
- Ticket data in Zendesk Support
How to create the report in Explore
To create the report
- In Explore, click the reports (
) icon. - In the Reports library, clickNew report.
- On theSelect a datasetpage, clickSupport>Support - Tickets,然后单击Start report.The report builder opens.
- In theMetricspanel, clickAdd.
- From the list of metrics, chooseCustomer satisfaction>% Satisfaction score,then clickApply.
- In theRowspanel, clickAdd.
- From the list of attributes, chooseBrackets>Agent replies brackets,然后单击Apply.
- From theVisualization type(
) menu, chooseTable.
The report is complete. See the screenshot below for an example of how the report will look.
2 Comments
Is there any way to do this for chat tickets, but focused solely on the chat conversation itself?
Hi Lauren,
Chat goal is currently not part of the Zendesk Chat dataset, so we cannot report this directly in Explore. You can find all the metrics and attributes for chats in this article:Metrics and attribute for Zendesk Chat.
However, you can attribute conversion to specifics chats. For more information on this topic, check out ourMeasuring business goals with conversion tracking.
There is also the option of using Google Analytics to report on chat conversion. You can find more information here:Tracking goals and conversions with Google AnalyticsandUsing Google Analytics with Zendesk Chat.
I hope this helps!
Pleasesign into leave a comment.