Yes. The app tracks every time an agent pulls tickets into their inbox (assigns tickets to themselves) using the Playlist button. The following custom ticket fields, included with the app, are updated on the ticket upon ticket assignment:
- Playlist Assigned? changes from a blank value to 1
- Playlist Assigned By is updated to the id of the agent (Zendesk User Id) who clicked on the Playlist button
- Playlist Assigned At is updated to the time stamp of when the agent clicked on the Playlist button.
There are at least three options to view this data:
1. Ticket event history
You can see this activity under the ticket’s event history. See the screenshot below.
2. Export view as a CSV
Within Zendesk, you can also create a view with the three columns and export the data as a CSV. Zendesk will send you an email with the CSV file. Once you have the CSV, you can perform your own analysis using Excel, Google Sheets, etc.
3. Analytics/BI platform
Another option is to report on the data using an analytics platform such as Looker, Mode, Tableau, etc. Your analyst should be able to easily create reports with this data.