Question

How do I measure agent touches in Analytics?

Answer

Measure agent interactions on a ticket in several ways:

The Agent replies metric measures the number of public comments on a ticket

The Agent updates metric measures any update an agent makes to a ticket, whether it's a comment or just a field change

The Comments metric measures both public and internal comments if you want to eliminate other kinds of ticket updates

For an example recipe, see Explore recipe: Agent interactions on tickets.

For other available metrics, see Metrics and attributes for Zendesk Support.