Productivity Report

The productivity report allows you to quickly view the ticket activity of your agents or groups of agents. The following metrics are utilized by this report:

• Attended Tickets
• Escalated Tickets
• Solved Tickets
• Reopened Tickets

You can easily access it by clicking on the Reports   and choosing the Productivity Report

Once you access the productivity report you will have the possibility to:

• Select reporting criteria 
• View the data

Select reporting criteria​

When you access this report you will be able to search:

- by Agent Name, Ticket # or Productivity Metric​, Date and Time

- by Agent Name, Group or Agent View

View the Data

Once you run the report for the requested timeframe, you will be able to

- Click on any Ticket # to open that ticket up in Zendesk

- Export any report as a .cvs by clicking the 'Export'   button​

Note: The export will appear within your downloaded files.