You can report on tickets assigned by Playlist to monitor the adoption of the app or identify agents that tend to cherry pick tickets. Playlist tracks assignment using custom ticket fields, making it easy for reporting.
Custom ticket fields
The following custom ticket fields are managed by Playlist and are updated when tickets are assigned through app:
|Playlist Assigned?||Set to 1 if assigned by Playlist.|
|Playlist Assigned By||User ID of the agent who clicked on the Playlist Button. If assigned via Round Robin, this would be the user ID of the admin who installed the app.|
|Playlist Assigned At||Timestamp of when ticket was assigned by Playlist.|
By default, these fields are hidden from agents and are only visible to admins. If you're on Zendesk Enterprise, you can remove these fields from the Support workspace by updating your ticket forms.
You can also view an audit trail of the custom fields under the ticket's event history.
To report on the data, there are a couple of options.
Reporting with Explore
Since Explore is optimized for Zendesk, this would be the ideal option if you have access to it. Please see Reporting on Playlist Assigned in Zendesk Explore for instructions.
Third-party reporting (BI) tool
For more advanced, custom reports, you can use a third-party reporting tool such as Looker or Tableau. Your analyst or data engineer should be able to make the custom ticket fields available for reporting so that you can track tickets that are assigned by Playlist.
Export as CSV
If you don't have access to Explore or a third-party reporting tool, you can create a view that includes the custom fields and export as CSV. With the CSV, you can use Excel or Sheets to perform your analysis.