Productivity Report

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:

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

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:

• Select reporting criteria
• View and export data data

Select reporting criteria​

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

View and export data

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.