Simple Table Drill-Ins: See the Counts Behind Every Rate by Agent
A percentage on its own doesn't tell you much. An agent at 80% CSAT could have 4 ratings or 400, and you can't tell which tickets pulled the score down.
When you show a rate by agent as a Simple Table, each agent's row now shows the two counts the rate is calculated from, and each count opens the records behind it:
CSAT shows Positive ratings and Negative ratings.
Solve rate shows Solved and Not solved.
SLA rates show Within SLA and Outside SLA.
Click an agent's Negative ratings and you see exactly which tickets were rated badly, for that agent, in the dashboard's date range.
Before you start
Which metrics: rate metrics by agent, including CSAT, Inferred CSAT, solve rate, first assignment solve rate, solves that stayed solved, Talk first-ring answer rate and call acceptance rate, and the SLA rates for email, messaging, Talk and Quiq.
Count metrics by agent (such as Solved tickets by agent) are clickable too: each agent's number opens the records it counts.
Who can click: if you can open Inspect on a widget, you can click these numbers. No extra setup or permission is needed. Viewers without Inspect see the same counts as plain numbers.
To change a widget's chart type you need permission to edit the dashboard.
Using simple table drill-ins, step by step
1. Show a rate by agent as a Simple Table
Open the dashboard and click Edit.
On the widget, open the ⋮ menu and choose Edit. To start a new one, add a Donut chart widget and pick a rate by agent, such as Csat Score For Solves By Agent.
Under Chart types, choose Simple Table.
Click Edit Widget to save.
2. Read the counts under each agent
Each row shows the agent, their rate on the right and, underneath, the two counts the rate comes from. The rate is the first count divided by the two added together. In the table below, Jordan's 87.5% CSAT is 14 positive ratings out of 16 (14 positive plus 2 negative).
Agents are ordered from the highest rate to the lowest, and a dotted underline marks a number you can click.
If the widget's Data format is Fraction, the rate is shown as written, for example 14/16, with the same counts underneath.
3. Click a count to see the records behind it
Click a count, such as an agent's Negative ratings. An inspect window opens with exactly those records, for that agent and the widget's date range and filters. The title names the agent and the count you clicked, and the number of records matches the count.
The window has the full inspect toolbar: download the list as a CSV, save it as a collection, or change its columns.
A count opens on the kind of record it is built from. Most are tickets. Some open on other records: for example, Not answered on first ring opens on Work Item Status Records, because a ring that was never answered may have no ticket.
4. The same works for every rate
Solve rate shows Solved and Not solved for each agent. Click Not solved to see the tickets whose assignment to that agent ended in the date range without a solve.
Count metrics by agent work the same way, without the extra counts: in Solved tickets by agent, click an agent's number to open the tickets they solved.
Troubleshooting
The numbers aren't clickable. You need to be able to open Inspect on widgets. Ask an admin on your account. A count of 0 is never clickable, because there's nothing behind it.
I don't see the counts under each agent. Make sure the widget's chart type is Simple Table; the donut and horizontal bar views show the rate only.