Your Productivity Report allows you to view productive ticket activity (meaning specific action was taken) from your agents or agent groups quickly. The report includes the following metrics:
You can easily access it by clicking on Reports 
, and choosing the Productivity Report. Once you have accessed the Productivity Report, you will be able to do the following:
When you access this report, you will be able to search using different criteria:
- Time Period: you can choose to filter by date or a specific time period per your preferences
- Agent Name
- Specific Ticket number
- Productivity Metric
- Date
- Time
- Agent Name
- Group
- Agent View
Note: if you chose to filter your report by a specific group, the value of productivity points will show the sum of the tickets that agents belonging to the selected group acumulated across all groups.
Once you run a report for a specific timeframe, you will be able to do the following:
- Click on any Ticket # to open that ticket in Zendesk.
- Export any report as a .csv by clicking the CSV button
on the top right of your screen.
Note: the exported file will appear within your downloaded files.