Explore recipe: Analyzing skills-based activity

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<p class="p">Skills-based routing enables you to create and associate <em class="ph i">skills</em> with individual agents. For example, you could assign the skill "French" or "German" to an agent who speaks that language. Skills are collected together into categories or <em class="ph i">skill types</em>, for example "Languages". You can then create rules that add those skills to your tickets and create views that only let agents view tickets for which they are a skills match. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838892826-Using-skills-based-routing-Enterprise-" rel="noopener" target="_blank">Using skills-based routing</a>.</p>
<p class="p">Explore doesn't contain any pre-built reports for skills-based routing, but you can create your own using the included metrics and attributes. In this article, you'll create some reports to help you understand the skills in your organization and how they are used.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="Explore_recipe_analyzing_skills__ul_ksb_mnn_p3b">
<li class="li"><a class="xref" href="#topic_s5l_hjk_1hb">What you'll need</a></li>
<li class="li"><a class="xref" href="#topic_rlq_hhx_q3b">Tickets with skills by date</a></li>
<li class="li"><a class="xref" href="#topic_ljr_hhx_q3b">Skill type breakdown</a></li>
<li class="li"><a class="xref" href="#topic_kxr_hhx_q3b">Skill name breakdown</a></li>
<li class="li"><a class="xref" href="#topic_mjs_hhx_q3b">Skills-based routing detailed view</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_s5l_hjk_1hb">
<h2 class="title topictitle2" id="ariaid-title2">What you'll need</h2>
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<p class="p" dir="ltr">Skill level: <em class="ph i">Beginner</em></p>
<p class="p" dir="ltr">Time required: <em class="ph i">10 minutes</em></p>
<ul class="ul" id="topic_s5l_hjk_1hb__ul_kxt_vcl_4fb">
<li class="li" dir="ltr">Zendesk Explore Professional or Enterprise</li>
<li class="li" dir="ltr">Editor or Admin permissions (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836002970-Adding-users-to-Explore" rel="noopener" target="_blank">Giving agents access to Explore</a>)</li>
<li class="li" dir="ltr">Zendesk Support Enterprise</li>
<li class="li">You've set up some skill types, and some skills. For help, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838892826-Using-skills-based-routing-Enterprise-" rel="noopener" target="_blank">Using skills-based routing</a>.</li>
<li class="li">A basic knowledge of constructing Explore reports (See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" rel="noopener noreferrer" target="_blank">Creating reports</a>).</li>
</ul>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_rlq_hhx_q3b">
<h2 class="title topictitle2" id="ariaid-title3">Tickets with skills by date</h2>
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<p class="p">The <strong class="ph b">Tickets with skills by date</strong> report shows the number of tickets created that were, and were not associated with skills for a selected date range.</p>
<p class="p"><img alt="" class="image img-screenshot" id="topic_rlq_hhx_q3b__image_lwf_djx_q3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_skills_5.png" width="850"></p>
<p class="p"><strong class="ph b">To create the report</strong></p>
<ol class="ol" id="topic_rlq_hhx_q3b__ol_mwb_fjx_q3b">
<li class="li">In Explore, create a new report using the <strong class="ph b">Support: Tickets</strong> dataset.</li>
<li class="li">In the <strong class="ph b">Metrics</strong> panel, click <strong class="ph b">Add</strong>.</li>
<li class="li">From the metrics, choose the following:
<ul class="ul" id="topic_rlq_hhx_q3b__ul_ypl_jmx_q3b">
<li class="li">
<strong class="ph b">Skill routing</strong> &gt; <strong class="ph b">Tickets w/skills</strong>
</li>
<li class="li">
<strong class="ph b">Skill routing</strong> &gt; <strong class="ph b">Tickets w/o skills</strong>
</li>
</ul>
</li>
<li class="li">In the <strong class="ph b">Columns</strong> panel, click <strong class="ph b">Add</strong>.</li>
<li class="li">From the list of attributes, choose <strong class="ph b">Time - Ticket created</strong> &gt; <strong class="ph b">Ticket created - Date</strong>.</li>
<li class="li">From the visualization type menu (<img alt="" class="image" id="topic_rlq_hhx_q3b__image_f2j_nmx_q3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_visualization_type.png">), choose <strong class="ph b">Line</strong>.</li>
<li class="li">Explore displays the line chart as shown in the screenshot above. Click the <strong class="ph b">New report</strong> text at the top of the report and name it <strong class="ph b">Tickets with skills by date</strong>.</li>
<li class="li">When you are finished, click <strong class="ph b">Save</strong>.</li>
</ol>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ljr_hhx_q3b">
<h2 class="title topictitle2" id="ariaid-title4">Skill type breakdown</h2>
<div class="body">
<p class="p">The <strong class="ph b">Skill type breakdown</strong> report displays the number of tickets in each skill type you've created.</p>
<p class="p"><img alt="" class="image img-screenshot" id="topic_ljr_hhx_q3b__image_pzb_hjx_q3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_skills_4.png" width="850"></p>
<p class="p"><strong class="ph b">To create the report</strong></p>
<ol class="ol" id="topic_ljr_hhx_q3b__ol_ntz_cmx_q3b">
<li class="li">In Explore, create a new report using the <strong class="ph b">Support: Tickets</strong> dataset.</li>
<li class="li">In the <strong class="ph b">Metrics</strong> panel, click <strong class="ph b">Add</strong>.</li>
<li class="li">From the list of metrics, choose <strong class="ph b">Skill routing</strong> &gt; <strong class="ph b">Tickets w/skills</strong>.</li>
<li class="li">In the <strong class="ph b">Columns</strong> panel, click <strong class="ph b">Add</strong>.</li>
<li class="li">From the list of attributes, choose <strong class="ph b">Ticket</strong> &gt; <strong class="ph b">Ticket skill types</strong>.</li>
<li class="li">From the visualization type menu (<img alt="" class="image" id="topic_ljr_hhx_q3b__image_otz_cmx_q3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_visualization_type.png">), choose <strong class="ph b">Bar</strong>.</li>
<li class="li">Explore displays the bar chart as shown in the screenshot above. Click the <strong class="ph b">New report</strong> text at the top of the report and name it <strong class="ph b">Skill type breakdown</strong>.</li>
<li class="li">When you are finished, click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_kxr_hhx_q3b">
<h2 class="title topictitle2" id="ariaid-title5">Skill name breakdown</h2>
<div class="body">
<p class="p">The <strong class="ph b">Skill name breakdown</strong> report displays the number of tickets in each skill name you've created.</p>
<p class="p"><img alt="" class="image img-screenshot" id="topic_kxr_hhx_q3b__image_pxb_3jx_q3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_skills_3.png" width="850"></p>
<p class="p"><strong class="ph b">To create the report</strong></p>
<ol class="ol" id="topic_kxr_hhx_q3b__ol_sgd_pjx_q3b">
<li class="li">In Explore, create a new report using the <strong class="ph b">Support: Tickets</strong> dataset.</li>
<li class="li">In the <strong class="ph b">Metrics</strong> panel, click <strong class="ph b">Add</strong>.</li>
<li class="li">From the list of metrics, choose <strong class="ph b">Skill routing</strong> &gt; <strong class="ph b">Tickets w/skills</strong>.</li>
<li class="li">In the <strong class="ph b">Columns</strong> panel, click <strong class="ph b">Add</strong>.</li>
<li class="li">From the list of attributes, choose <strong class="ph b">Ticket</strong> &gt; <strong class="ph b">Ticket skills</strong>.</li>
<li class="li">From the visualization type menu (<img alt="" class="image" id="topic_kxr_hhx_q3b__image_ihs_slx_q3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_visualization_type.png">), choose <strong class="ph b">Bar</strong>.</li>
<li class="li">Explore displays the bar chart as shown in the screenshot above. Click the <strong class="ph b">New report</strong> text at the top of the report and name it <strong class="ph b">Skill name breakdown</strong>.</li>
<li class="li">When you are finished, click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_mjs_hhx_q3b">
<h2 class="title topictitle2" id="ariaid-title6">Skills-based routing detailed view</h2>
<div class="body">
<p class="p">The <strong class="ph b">Skills-based routing detailed view</strong> report displays details about each ticket that is associated with a skill.</p>
<p class="p"><img alt="" class="image img-screenshot" id="topic_mjs_hhx_q3b__image_jjs_jjx_q3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_skills_2.png" width="850"></p>
<p class="p"><strong class="ph b">To create the report</strong></p>
<ol class="ol" id="topic_mjs_hhx_q3b__ol_fjg_pjx_q3b">
<li class="li">In Explore, create a new report using the <strong class="ph b">Support: Tickets</strong> dataset.</li>
<li class="li">In the <strong class="ph b">Metrics</strong> panel, click <strong class="ph b">Add</strong>.</li>
<li class="li">From the list of metrics, choose <strong class="ph b">Tickets</strong> &gt; <strong class="ph b">Tickets</strong>.</li>
<li class="li">In the <strong class="ph b">Rows</strong> panel, click <strong class="ph b">Add</strong>.</li>
<li class="li">From the list of attributes, choose the following attributes in order:
<ul class="ul" id="topic_mjs_hhx_q3b__ul_s3w_wjx_q3b">
<li class="li">
<strong class="ph b">Time - Ticket created</strong> &gt; <strong class="ph b">Ticket created - Date</strong>
</li>
<li class="li">
<strong class="ph b">Ticket</strong> &gt; <strong class="ph b">Ticket ID</strong>
</li>
<li class="li">
<strong class="ph b">Ticket</strong> &gt; <strong class="ph b">Ticket subject</strong>
</li>
<li class="li">
<strong class="ph b">Ticket</strong> &gt; <strong class="ph b">Ticket priority</strong>
</li>
<li class="li">
<strong class="ph b">Ticket</strong> &gt; <strong class="ph b">Ticket skill types</strong>
</li>
<li class="li">
<strong class="ph b">Ticket</strong> &gt; <strong class="ph b">Ticket skills</strong>
</li>
</ul>
</li>
<li class="li">Explore displays the table as shown in the screenshot above. Click the <strong class="ph b">New report</strong> text at the top of the report and name it <strong class="ph b">Skills-based routing detailed view</strong>.</li>
<li class="li">When you are finished, click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
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