By Bryan Castro, GoodData
This recipe creates a report that divides the number of tickets created into each shift. This is not related in any way to your business hours set up in Zendesk. This is just an example of the possibilities of GoodData with Zendesk.
Since this report does not depend on any template, it's necessary to create custom metrics and switch them out with pre-existing metrics in the report definition.
Creating new shift metrics
To show the number of tickets created during each shift, you need to create custom metrics for every shift.
If your first shift is 9am-5pm, the metric can be defined as:
SELECT # Tickets WHERE Hour ticket created IN ( 9 , 10 , 11 , 12 , 13 , 14 , 15 , 16 )
- # Tickets can be found in the pick-list Metrics folder.
- Hour ticket created can be found in the tickets section of the pick-list Attributes folder.
- 9 , 10 , 11 , 12 , 13 , 14 , 15 , 16 (Hour Ticket Created) can be found in the pick-list Attribute Values folder, Tickets, Hour Ticket Created.
Next create a metric for your second shift. The metric is the same as the first shift except for the Hour Ticket Created values. If your second shift was 5pm-2am, the metric will look like the image below.
Finally, create your last shift metric. Just like the second shift, the metric is the same except the Hour Ticket Created values. If your last shift was from 2am-9am, the metric will look like the image below.
The end results display the number of tickets created during each shift.
Customizing your graph
GoodData offers many different chart types to display your data. You can change chart types by choosing one of the icons at the top of the report or by selecting Show Configuration.
You can also represent your data labels as percentages by changing configurations in the Show Configuration panel.
- Select the plus icon next to Global Settings under the Advanced Configuration section.
- Click the As % option underneath Data Labels.
- The report will look like the image below.
We hope this report will come in handy!