Hi everyone,
I would like to propose an improvement to Freshdesk's Analytics functionality. Specifically, I suggest adding the ability to directly display the average number of tickets created and resolved per team or group in Analytics.
Currently, in the Helpdesk Ticket Volume Reports, I can only see the total number of tickets per agent or group. However, for our evaluations, the average value is crucial. For example, the calculation:(Number of tickets resolved by Agent 1 + Agent 2 + Agent 3 ...) / Number of agents.
I’ve tried to achieve this using a custom metric, but unfortunately, I encountered syntax and aggregation issues. Freshdesk doesn’t seem to provide direct access to the number of agents within a group. Formulas such as SUM(Tickets.Tickets resolved) / COUNT(Tickets.Agent name) or AVG(Tickets.Tickets resolved) always result in errors.
My suggestions:
- Introduce a metric that considers the number of agents within a group, enabling calculations like the one above.
- Alternatively, integrate a standardized feature in the Helpdesk Ticket Volume Reports that outputs the average number of tickets per group or team.
- Additionally, allow the anonymization of agent names to comply with data protection requirements. This is particularly important for larger teams, where individual performance should not be identifiable.
Why is this important?
- Teams and groups operate with varying efficiency. Average values provide a clear overview without directly comparing individual agents.
- Especially in larger organizations, where data protection plays a critical role, these metrics are vital for evaluating team or group performance.
If there are any workarounds I might have missed, I’d be grateful for your suggestions. Otherwise, I hope other users will also find this functionality valuable and support this idea.
Thank you in advance!
