Trends Report

Quickly identify trends within your workforce by analyzing time and various metrics:

  • Total Time
  • Tickets
  • General Tasks
  • Untracked Time
  • Average Handle Time
  • Time Scheduled
  • Ticket Fields
  • Occupancy Rate
  • Attendance Rate
  • Tickets Touched

Run a report based on the following criteria:

  • Reporting Period
  • Ticket Status
  • Agent or Group of Agents
  • Organization
  • Zendesk Tags

Determine which metrics you want to view and/or compare and weather you would like to view the data over each day, week, month or year

You can also decide to include your ticket fields to compare, for instance, "Billable" compared against "Non-Billable" time

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