+1At this time, it is possible to measure a teammate’s performance, but only when they are working on customer tickets.
Teammate’s performance cannot be measured for back-office tickets because these are not based on conversations.
Also, the number of notes, replies or ticket closures can be measured for teammates, but it is impossible to measure how many back-office tickets were created from within a customer ticket.
You can create a custom “Created By” attribute when setting up the BO ticket type, which is then populated by the user who creates the ticket. This can be used in reporting to track how many tickets each agent has created.
+1Thanks for your reply
Do I understand correctly that when a teammate creates a back-office ticket, he/she should manually set this attribute?
If that is the case, that unfortunately will not work for us. 1LS teammates are the ones that handle the customer tickets, they create the back-office tickets and assign them to a specific team. The 2LS team handles the back-office tickets, so the 2LS teamlead will decide who in the team will handle the ticket. The 1LS team doesn’t even know who handles the back-office ticket, let alone know it upfront.
I do appreciate you sharing your thoughts !
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