The Customer Support Engagement Ticket Tag iCube enables you to create ad hoc reports to analyze your organization’s customer support engagement performance and process based on tickets associated with a tag. Tag is a label or a keyword attached to the ticket that helps you organize and identify the content and attributes of a message. You can use this iCube to understand and analyze the various criteria associated with a ticket based on associated tags, count of tickets associated with a specific tag category and count of tags associated with a Ticket.
The iCube fetches tickets that are tagged in the last 12 months (including current month). However, the metrics in the iCube are calculated based on the relevant conditions and dates.
Note: This iCube currently supports only the Zendesk source system.
You can use the following attributes and metrics provided as part of the iCube to create your own reports:
| Attribute Name | Description |
|---|---|
| Ticket | Ticket represents the interaction between a customer and a support agent and can originate through various channels like email, Web, phone. |
| Ticket Number | Unique identifier of the ticket |
| Ticket Tag | Labels or keywords associated with a Ticket |
| Ticket Tag Dim Key | Internal Column |
| Metric Name | Description | Formula |
|---|---|---|
| No of Tickets from Ticket Tag | Number of distinct Tickets associated with a specific Ticket Tag | Max([No of Tickets from Ticket Tag]) |
| Ticket Tag Count | Count of distinct tags associated with a Ticket | Max([Ticket Tag Count]) |
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