- Skipping in Playlist vs Guided mode
- Assigned by Playlist, Unassigned by Agent report
- Skip reasons
Skipping in Playlist vs Guided mode
Unlike Zendesk's Guided mode, Playlist always assigns a ticket to the agent before they have a chance to view its contents. Therefore, agents technically don't skip tickets with Playlist.
However, if an agent is not qualified to work on a ticket, they can send it back to its queue by unassigning it (i.e. removing themselves from the Assignee field). Once back in its queue, the ticket can be reassigned by Round Robin or picked up by another agent using the Playlist Button.
Assigned by Playlist, Unassigned by Agent report
To report on tickets unassigned by agents, you can use the Ticket updates query in Explore to filter for events where the agent removed themselves from the Assignee field.
There are a few ways to accomplish this, but we'll walk you through the simplest approach to help you get started.
1. Create a new Ticket updates report
Zendesk Explore > Queries > New query.
- Choose a Zendesk product > Support
- Choose a dataset type > Ticket updates
- Choose a dataset > Ticket updates (default)
2. Standard calculated attributes
On the right side of the screen, click on the calculator icon. Then, click on Standard calculated attribute.
Create and save the below two standard calculated attributes. You'll use them as filters in the next step.
Name: Assigned by Playlist
VALUE(Playlist Assigned?) = 1
Name: Unassigned by Agent
[Changes - Field name] = "assignee_id"
AND [Changes - Previous value] = [Updater ID]
AND [Changes - New value] = 0
3. Report parameters
Use the following report parameters:
- D_COUNT(Tickets updated)
- Updater name
- Assigned by Playlist: [Selected] true
- Unassigned by agent: [Selected] true
To improve performance, you may also want to add a date filter such as Update - Year = This year.
Since Playlist does not use Zendesk's skips functionality, you can ask your agents to update a custom field (i.e. Skip reason dropdown or text field) every time they unassign themselves from a ticket. Unlike skips, you'll be able to easily report on the custom field in Explore.