VALUE aggregator can't be used with calculated metrics. Try another aggregator

Beantwortet

22 Kommentare

  • Offizieller Kommentar
    Eugene Orman
    Zendesk Product Manager

    James Bransden

    It is a fair point. We didn't enforce users from using the VALUE aggregator before, but in the majority of the cases, it didn't work well with the calculated metrics and resulted in broken reports or miscalculations.  That's why we advised users only to use it with the database-level metrics as documented here.

    Now, the formula validation restricts VALUE aggregator usage with calculated metrics. 

    You can easily fix your calculations by using the database-level metric, like this: 

    IF (VALUE(First reply time - Business hours (min)) < 10*60)
    THEN [Ticket ID]
    ENDIF
  • Troels Lemming Müller

    Hi Eugene

    I can't get this to work with Unsolved tickets age.

    We used to have a brackets created with:

    IF (VALUE(Unsolved tickets age (hrs)) <= 5) 
         THEN  "<5 hrs"
    ELIF (VALUE(Unsolved tickets age (hrs)) <= 24) 
       THEN  "5-24 hrs"     
    ELIF  (VALUE(Unsolved tickets age (hrs)) <= 24*2)
       THEN "1-2 days"
    ELIF  (VALUE(Unsolved tickets age (hrs)) <= 24*4)
       THEN "2-4 days"
    ELIF  (VALUE(Unsolved tickets age (hrs)) <= 24*7)
       THEN "4-7 days"
    ELIF  (VALUE(Unsolved tickets age (hrs)) <= 24*14)
       THEN "7-14 days" 
    ELIF  (VALUE(Unsolved tickets age (hrs)) <= 24*30)
       THEN "14-30 days" 
    ELIF  (VALUE(Unsolved tickets age (hrs)) > 24*30) 
       THEN   "30+ days"
    ELSE  "Unsolved"
    ENDIF

    But Unsolved tickets age (min) is also an calculated metric so no quick fix.

    Right now, I'm using the pre-built metric Unsolved tickets age brackets instead but would like to make my own backets.

    Would this really be the solution?:

    IF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 5) THEN
        "<5 hrs"
    ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 24) THEN
        "5-24 hrs"
    ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 24 * 2) THEN
        "1-2 days"
    ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 24 * 4) THEN
        "2-4 days"
    ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 24 * 7) THEN
        "4-7 days"
    ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 24 * 14) THEN
        "7-14 days"
    ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 24 * 30) THEN
        "14-30 days"
    ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") > 24 * 30) THEN
        "30+ days"
    ELSE
        "Unsolved"
    ENDIF

     

     

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  • Eugene Orman
    Zendesk Product Manager

    Troels Lemming Müller, the syntax you provided above is correct. Glad that you found the solution. The results should be identical to the previous version of the formula but if some of the results will feel off let me know here. 

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  • Franck BADIN

    Hello Eugine and Zendesk users,

    I have a similar problem now counting the number of unsolved tickets based on their current age.

    For example to figure out the number of tickets with more than 90 days baklog age I was using this Standard Caluclated Metric:

    IF (VALUE(Unsolved tickets age (days)))>90
    THEN [Ticket ID]
    ENDIF

    Then Count that metric in my explore report.

     

    Now I receive the error message regaring VALUE use.

    What workaround do you recommand?

     

    Best regards

     

     

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  • Eugene Orman
    Zendesk Product Manager

    Franck BADIN

    The same workaround that Troels shared above will work for you. 

    Before 

    IF (VALUE(Unsolved tickets age (days)))>90
    THEN [Ticket ID]
    ENDIF

    Arter

    IF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours"))>90
    THEN [Ticket ID]
    ENDIF
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  • Franck BADIN

    Hello,Eugene Orman I belive we have a slight misandrestanding.

    I need tos have the number of non closed tickets tthat have a backlog age more than XX hours/days.

    So I guess there should be an argument before to pinpoint to the non closed tickets.

    IF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours"))>90
    THEN [Ticket ID]
    ENDIF

    When I use the formula you provided me with with a COUNT I have more than 30k where Is should have 3

     

    Could you advise.

    Best regards

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  • Troels Lemming Müller

    Hi Franck

    In my case I had a filter in place already so I didn't need it, but you can do something like:

    IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_minutes") ENDIF
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  • Franck BADIN

    Thank you Troels for your Uber fast answer.

    Unfortunately I still have an isuue.

    When trying to coount the number of backlog tickets that have more than 70 days:

     

    IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed")

    THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_minutes")*60*24*70

    ENDIF

     

    I have the same result as the total backlog tickets.

     

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  • Troels Lemming Müller

    Hi Franck

    Unfortunately, I haven't had the need to add something like this as a calculated metric.

    So, it might be something like:

    IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed" AND DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") > 24 * 70) THEN
        [Ticket ID]
    ENDIF

    else Eugenes input might be needed.

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  • Franck BADIN

    Hello Troels, 

    That seem to work fine.

    Thank you very much.

     

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  • James Bransden

    Hi Eugene Orman thanks for the assistance on this, seems to working.

    Thanks,
    James

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  • Jason Brown

    We use VALUE to nest logic statements in calculated metrics. This lets us create and update calculated metrics by updating a single source calculated metric, instead of going through and updating multiple metrics with the needed changes.

    While we can go in and update each calculated metric to fix this, this makes creating and maintaining metrics much harder.

    Are there any plans to reintroduce some type of metric handling now that this limitation has been introduced?

    For example:

    Initial Metric (Returned to Tier 1):

    IF ([Changes - Field name]="status" 
      AND ([Changes - Previous value]="pending"
        OR [Changes - Previous value]="solved")
      AND [Changes - New value] ="open"
       AND [Ticket group] = "Tier 1")  
    THEN [Ticket ID]
    ENDIF

    Child Metric:

    IF (
        VALUE(Returned Tier 1) != NULL 
        AND [Update - Week of year] > [Ticket created - Week of year]
    ) THEN [Ticket ID] 
    ELSE NULL
    ENDIF

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  • Steven Hampson

    I have the same issue, can anyone help please? I was using a series of standard calculated metrics like: 

    IF(([Chat type - Unsorted]="Inbound")
    AND(VALUE(Chat wait time (sec)) <= 30))
    THEN [Chat ID]
    ENDIF

    We have our own brackets that are different from the built in wait time brackets. Now the formula does not work, I have tried the SUM aggregator and get a green tick, but no results. Not a 0, just nothing i.e. blank. 

    IF(([Chat type - Unsorted]="Inbound")
    AND(SUM(Chat wait time (sec)) <= 30))
    THEN [Chat ID]
    ENDIF

    I've tried so many variations of this and I'm at my wit's end. 

    Thanks, 

    Steven. 

    0
  • Troels Lemming Müller

    Steven Hampson

    What if you try something like:

    IF 
      ([Chat type - Unsorted]="Inbound" 
      AND [Chat completion]="Missed" 
      AND VALUE(Chat no reply time (sec)) <= 30) 
      THEN
        [Chat ID]
    ELIF 
      ([Chat type - Unsorted]="Inbound" 
      AND VALUE(Chat first reply time (sec)) <= 30)
    THEN
        [Chat ID]
    ENDIF

    We're not using chat, so I can't test it.

     

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  • Steven Hampson

    Hi Troels, 

    Thanks for the quick response. Yes this did the trick!! Thank you so much, I appreciate it! 

    Regards, 

    Steven. 

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  • Raul

    Hello,

    We use this calculated metric (Wait time (hrs)) summing up the time spent only in statuses less than Solved (New+Opem+Pending+On-hold):

    VALUE(Agent wait time (min))/60+VALUE(Requester wait time (min))/60

    And it's used in this formula for defining custom brackets:

    IF (VALUE(Wait time (hrs)) <= 4) 
         THEN  "0-4 hrs"
    ELIF (VALUE(Wait time (hrs))>4 AND VALUE(Wait time (hrs)) <= 12) 
       THEN  "4-12 hrs"    
    ELIF (VALUE(Wait time (hrs))>12 AND VALUE(Wait time (hrs)) <= 24) 
       THEN  "12-24 hrs"     
    ELIF (VALUE(Wait time (hrs))>24 AND VALUE(Wait time (hrs)) <= 24*7) 
       THEN  "1-7 days"    
    ELIF (VALUE(Wait time (hrs))>24*7 AND VALUE(Wait time (hrs)) <= 24*30) 
       THEN  "7-30 days"  
    ELIF (VALUE(Wait time (hrs))>24*30) 
       THEN  ">30 days"  
    ELSE  " Unsolved"
    ENDIF

    Which displays the errors in the attached capture:

    Can you please recommend a workaround to define the same formula but with database-level metrics?

    Many thanks!

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  • Troels Lemming Müller

    Raul

    Can you use the metric Full resolution time (min)?

    https://support.zendesk.com/hc/en-us/articles/4408834848154-About-native-Support-time-duration-metrics

    Then you get something like:

    IF (VALUE(Full resolution time (min)) <= 4*60) 
         THEN  "0-4 hrs"
    ELIF (VALUE(Full resolution time (min))>4*60 AND VALUE(Full resolution time (min)) <= 12*60) 
       THEN  "4-12 hrs"    
    ELIF (VALUE(Full resolution time (min))>12*60 AND VALUE(Full resolution time (min)) <= 24*60) 
       THEN  "12-24 hrs"     
    ELIF (VALUE(Full resolution time (min))>24*60 AND VALUE(Full resolution time (min)) <= 24*60*7) 
       THEN  "1-7 days"    
    ELIF (VALUE(Full resolution time (min))>24*60*7 AND VALUE(Full resolution time (min)) <= 24*60*30) 
       THEN  "7-30 days"  
    ELIF (VALUE(Full resolution time (min))>24*60*30) 
       THEN  ">30 days"  
    ELSE  " Unsolved"
    ENDIF

     

     

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  • Raul

    Troels Lemming Müller. Thanks for your answer.

    Using the full resolution time would be less accurate for our interest than the calculated metric, since we want to capture only the times when a ticket was in statuses less than Solved.

    From what I know, the full resolution time includes also the time spent in Solved for tickets that were re-opened... correct me if I am wrong.

    We want to exclude the period highlighted in the capture from below:

    Still looking for alternatives to the calculated metric, with database-level metrics. Hoping that Zendesk experts should be able to help with this, by providing a solution that can easily fix the calculation :)

    Otherwise, this change is a downgrade in the service, when no workaround is given to what was possible before.

    I will make sure to voice my frustration to our success and account managers that this aggregator was removed for all because there were problems with how it was used by few.

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  • Lindsey Rhyne

    Hi, I'm getting the same error but with a pre-built metric: SLA metric breach time (min). Do you know why that is, or how I can fix it? Trying to create a calculated metric that brackets breach time. 

    IF (VALUE(SLA metric breach time (min))/60 <= 4.0) THEN "0-4 hrs"
    0
  • Evangelina Dalabehera S

    Hi,

    Same error!

    Tried with SUM aggregator but result is just empty. please help!

    IF (
        (
            [Ticket status - Unsorted] = "Solved"
            OR  [Ticket status - Unsorted] = "Closed"
        )
        AND [Priority Value] != "Urgent 1"
    ) THEN 
        IF (
            (
                [Tier [formula]] = "Tier 1"
                AND
                   VALUE(First resolution time - Business hours (hrs))
                            - VALUE(Agent wait time - Business hours (hrs))
                        <= 48
            )
            OR (
                (
                    [Tier [formula]] = "Tier 2"
                    OR [Tier [formula]] = "Tier 3"
                )
                AND (
                    (
                         VALUE(First resolution time - Business hours (hrs))
                            - VALUE(Agent wait time - Business hours (hrs))
                            <= 72
                        AND [Priority Value] = "High 2"
                    )
                    OR (
                       VALUE(First resolution time - Business hours (hrs))
                            - VALUE(Agent wait time - Business hours (hrs))
                            <= 168
                        AND [Priority Value] = "Normal/Low 3"
                    )
                )
            )
        ) THEN
            1
        ENDIF
    ENDIF



    0
  • Evangelina Dalabehera S

    Hi All,

    The above issue is resolved!

    Please help on the below metric, here we are trying to get the when the group assignee is changed to another group and how much time spent on previous group assignment.

    Where I have calculated metric

    IF
        ATTRIBUTE_FIX(D_COUNT(Assignment Timestamps - T3 HR Tech), [Ticket ID]) > 0
    THEN
        IF
            [Ticket group] = "T3 HR Tech"
        THEN
            IF
                ATTRIBUTE_FIX(D_COUNT(Assignment Timestamps - T3 HR Tech), [Ticket ID]) > 1
            THEN
      VALUE(Time Since Last Group Assign (min)) + ATTRIBUTE_FIX(SUM(Time spent in prev group - T3 HR Tech (min)), [Ticket ID])
            ELSE
         VALUE(Time Since Last Group Assign (min))
            ENDIF
        ELSE
            ATTRIBUTE_FIX(SUM(Time spent in prev group - T3 HR Tech (min)), [Ticket ID])
        ENDIF
    ENDIF



    The calculation for Assignment Timestamps - T3 HR Tech
    IF
        [Update ticket group] = "T3 HR Tech" AND [Changes - Field name] = "group_id"
    THEN
        [Update - Timestamp]
    ENDIF

    The calculation for Time Since Last Group Assign (min)

    IF
        IN([Ticket status - Unsorted], ARRAY("Solved", "Closed"))
    THEN
        DATE_DIFF([Ticket solved - Timestamp], DATE([Latest Group Assignment - Timestamp]), "nb_of_minutes")
    ELSE
        DATE_DIFF(NOW(), DATE([Latest Group Assignment - Timestamp]), "nb_of_minutes")
    ENDIF



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  • Eugene Orman
    Zendesk Product Manager

    Raul, You can simply replace the nested metric VALUE(Wait time (hrs)) with its formula VALUE(Agent wait time (min))+VALUE(Requester wait time (min)). And perhaps slightly clean the final formula, to get something like this: 

    IF (VALUE(Agent wait time (min))+VALUE(Requester wait time (min)) <= 4*60) 
         THEN  "0-4 hrs"
    ELIF (VALUE(Agent wait time (min))+VALUE(Requester wait time (min))>4*60 AND VALUE(Agent wait time (min))+VALUE(Requester wait time (min)) <= 12*60) 
       THEN  "4-12 hrs"    
    ELIF (VALUE(Agent wait time (min))+VALUE(Requester wait time (min))>12*60 AND VALUE(Agent wait time (min))+VALUE(Requester wait time (min)) <= 24*60) 
       THEN  "12-24 hrs"     
    ELIF (VALUE(Agent wait time (min))+VALUE(Requester wait time (min))>24*60 AND VALUE(Agent wait time (min))+VALUE(Requester wait time (min)) <= 24*60) 
       THEN  "1-7 days"    
    ELIF (VALUE(Agent wait time (min))+VALUE(Requester wait time (min))>24*7*60 AND VALUE(Agent wait time (min))+VALUE(Requester wait time (min)) <= 24*30*60) 
       THEN  "7-30 days"  
    ELIF (VALUE(Agent wait time (min))+VALUE(Requester wait time (min))>24*30*60) 
       THEN  ">30 days"  
    ELSE  " Unsolved"
    ENDIF
    0

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