Insights metrics reference (Professional and Enterprise) Follow

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44 comments

  • Avatar
    Tom Kippenberger

    From the descriptions, it looks like the three Ticket Age metrics all keeping counting even when a ticket is solved of closed. They do a comparison to 'Present' rather than to 'Closed Date'. Is this correct?
    Ticket Age (days) [AVG]
    Ticket age (days) [MAX]

    Ticket Age (Open Tickets)

    I would be more interested in:
    Average age of Unresolved tickets
    Average age of Tickets when Solved
    Average age of all tickets (combination of the above)

    Does anyone else have an example of these?

  • Avatar
    Brent

    Hi Tom,

    You are correct - Ticket Age (days) [AVG] and Ticket age (days) [MAX] will measure the age of a ticket from the day it was created to today, regardless of its status.

    Making custom metrics for your own needs based on the default metrics should be pretty straightforward:

    • Average age of Unresolved tickets: Take the "Ticket Age (Open Tickets)" metric, make a new copy of it, and replace "MAX" with "AVG" in its MAQL.

    • Average age of Tickets when Solved: I duplicated the "Ticket Age (days) [AVG]" metric and modified it slightly to calculate the number of days between the date a ticket was created and the date a ticket was solved:

    SELECT AVG(SELECT Date (Ticket Solved) - (SELECT Date (Ticket Created) BY Ticket Id)) WHERE Ticket Status IN (Closed, Solved)

    • Average age of all tickets - The default metric "Ticket Age (days) [AVG]" might be what you're looking for here. It measures the time between when tickets were created and today.

    Otherwise, if you mean you want to combine the average age of unsolved tickets (today minus Date (Ticket Created)) and the average age of the tickets when they were solved (Date (Ticket Solved) minus Date (Ticket Created)), I don't think that is possible with Insights. My best recommendation in that case is to use the two metrics I described above side-by-side on a dashboard and compare them.

    Hope that helps! Please let us know if we can be of further assistance or if you'd like more detail on how to make the metrics.

  • Avatar
    Bianca Russelburg

    Hi there!

    My team uses an open-pool ticket system where, once re-opened with a response from the requester, it goes back into the unassigned pool. Because of this system, many tickets get "Solved" more than once, often by different Agents. Does "# of Tickets Solved" include multiple Solves on the same ticket? Or does it just count once + get attributed to that person?

    Thanks!

  • Avatar
    Alex Aguilar

    Looking through the metrics, I've noticed there are two types of solved ticket metrics.

    What's the difference between how these work. I'm having trouble understanding the first one.

    1. # Tickets Solved

    SELECT IFNULL(COUNT(Ticket IdTicket Text Field Change), 0) WHERE [Text Field] New Value IN ([Status] solved[Status] closed) AND [Text Field] Previous Value <> [Status] solved AND Ticket Status IN (SolvedClosed) AND Date (Event) = (SELECT MAX(SELECT Date (Ticket Solved) BY Ticket Id) BY Ticket Id)

    2. # Solved Tickets

    SELECT # Tickets WHERE Ticket Status IN (Solved,Closed)

  • Avatar
    William Macken

    Hi Alex!

    Functionally, there isn't any difference between the two metrics. The longer definition in the first metric allows solved tickets to be sliced by Event date attributes in addition to Ticket Solved date attributes. This is so the results from the # Tickets Solved metric would make sense alongside other metrics that might not make sense using Ticket Solved date attributes.

    I hope this helps-- Happy reporting!

  • Avatar
    Daniel Yousaf

    Hi Bianca!

    # Tickets Solved only sees the final solve on a given ticket. Who gets the credit depends on how you slice it!  If you use Ticket Assignee (Historic), it'll attribute the solve to the first assignee on the ticket.  If you use Ticket Assignee, it'll attribute the solve to the ticket's assignee when the ticket was solved.  And if you use Updater, it'll attribute the solve to the person or process that updated the ticket to Solved.

    Thanks for your question!

  • Avatar
    Gurunn

    Hi,

    If I look at number of group stations for a specific group does the number mean the number of tickets that have ended up in the group? Or the number of tickets which has left the group?

    e.g 1st line # of group stations is 56. Is the number showing number of tickets that has been moved from 1st line or tickets being moved into 1st line?

  • Avatar
    Monica Aten

    Hi Team,

    Our group is trying to create a report that shows the % of tickets created and solved by agent. Basically we are trying to measure the amount of work each agent is doing on a weekly basis.

    I already have a report that shows me # of Tickets Solved and # of Tickets Created by each agent, but I don't know how to switch the results to a percentage. 

    Any suggestions?

    Thanks!

  • Avatar
    Leah (Edited )

    Hi Monica!

    For this, you’ll need to create a custom metric. If I understand you correctly, you’ll need to create two different metrics: one for % Tickets Created and one for % Tickets Solved. The metrics you want are:

    SELECT # Tickets Solved/ (SELECT # Tickets Solved BY ALL OTHER)

    and

    SELECT # Tickets Created/ (SELECT # Tickets Created BY ALL OTHER)

    For your report, you’ll select these two metrics and then select Ticket Assignee under the How section. The report will show a distribution of how many tickets are created and solved for each of your assignees by percentage.

  • Avatar
    Stephen Fusco

    Hey Gurunn, 

    When you create a report for Group Stations by Group Name the number you're seeing is the # of tickets that have been changed to that group. 

    Thanks for your question! 

  • Avatar
    Jill Gala

    Hi, 

    I am trying to create a report for the number of tickets that have been changed from a particular ticket group to another ticket group. I know the names of both the ticket groups.  

    Any suggestions on how this can be created?

    Thanks in advance!

  • Avatar
    Jessie - Community Manager

    Hey Jill!

    This is an interesting question...let me see if I can get some of our Insights gurus in here to help you out!

  • Avatar
    William Macken

    Hi Jill!

     

    I would recommend checking out our article on Building custom metrics for the events model-- you're going to want to specify the groups you're interested in using the [Text Field] New Value and [Text Field] Previous Value attributes to pull tickets that had an update submitted that changed groups in the way you've specified.

     

    I hope this helps! Happy reporting!

  • Avatar
    Graeme Carmichael

    Jill

    That is a really good suggestion for a metric.

    Here is an example of counting the number of times the group is changed from the development group to the support group.

    If you have not created custom metrics before, please follow the link provided by William. You must use the element selector from the right hand pane to enter the fields and field values.

  • Avatar
    Diogo Silva

    Hi.

    Im missing the option in the image. Why my zendesk don't give me this? I need it to create a report. Can someone explain?Best regards!

     

  • Avatar
    Warren Balmaceda

    Hello there,

    Please shed some light on how to get the percentage of total Solved Tickets in First Reply Time (hrs) [Avg], First Resolution Time (hrs) [Avg] & Full Resolution Time (hrs) [Avg] per group and per agent. 
     
     
    e.g. Total solved tickets for the month of September is 4,500.
     
    What are the percentages of the total solved tickets using the above metrics,
    per agent and per group?
     
    Thanks in advance.
  • Avatar
    Patrick Bosmans

    Hello Diogo,

     

    I am going to be sending you a ticket shortly so that I can get some more information about your account.  

    We can continue our conversation there!

  • Avatar
    Bryan Flaherty (Edited )

    Hello Warren,

    I'd like to gather a bit more information about your reporting needs.  I'd like to pull your request into a ticket and see if we can get your question answered!

  • Avatar
    Daniel Petersson

    Hey!

    I'm trying to measure satisfaction of all the tickets our three different technical support groups touched.

    We have a first line support which keep all the contact with our customers but when it comes to database-changes and such our technical support have to be involved. Our first line agents then send the tickets to one of these groups (depending on question). A agent in the technical support group sends the ticket back to the supportgroup (without assigning the ticket to themselves).

    I figured I could perhaps solve this by using ticket group (historic) since the tickets I wish to measure should have at one time or another been assigned to one of these groups - however I'm not getting the results I should. Any idea on how to solve this?

  • Avatar
    Jessie - Community Manager

    Hi Daniel!

    If I understand you question correctly, you specifically want to measure satisfaction on tickets that have been touched by all three of your support groups. Let me know if that's not right!

    If that's the case, can you tell me how you're looping these other teams onto the tickets if they're not actually being assigned?

    My thought here is that you can add tags to those tickets to identify that they've been escalated and then filter your report results to measure just tickets that contain those tags, but the feasibility of that is going to depend on your escalation process, I think.

  • Avatar
    Daniel Petersson (Edited )

    Hi Jessie!

    I might have been a bit unclear in my message, I just want to measure the satisfaction separate for each group which touched the ticket. So for instance I have my first line support group: "Support", my first second-line supportgroup "Techsupport", my second second-line supportgroup "Integration support" and my third second-line supportgroup "Conversions".

    90-95% of all tickets come to first line supportgroup "Support" first but in 5% of cases they have to be escalated to one of the three second-line supportgroups.

    I want a report to measure all the tickets that has touched each second-line separately, i.e:
    Group                       Satisfaction
    Techsupport              85%
    Integration support    75%
    Conversions              80%

    The purpose is to measure how (and if) satisfaction% is changed from a normal first-line support ticket in comparison to tickets escalated to a second-line support. Since second-line support-tickets usually takes longer time I would guess the satisfaction drops when being escalated.

  • Avatar
    Nhia Lor

    Hi Daniel,

    Based on what you're wanting you should definitely be able to use the attribute "Ticket Group (Historic)".  As mentioned here, the historic attribute shows the value at the start of an update, not the end.

    So if your tickets are moved from say Group 1 to Group 2.  Then back to Group 1.  Group 2 should be one of the attribute values on that ticket under the "Ticket Group (Historic)".

    Therefore if you were to slice your Satisfaction metric results by the "Ticket Group (Historic)" attribute, you should in theory be seeing the satisfaction results compared and broken down by the groups which the tickets were assigned from one group to another at some point in the tickets history.

    Would you be able to confirm if in your report you are slicing your metric results by this attribute?

    Another alternative method to reporting on this data I can recommend is to build some custom metrics to report on the ticket satisfaction based on movement between your respective groups.  This recipe here should help further if you want to explore this option.

    If so and you're still not receiving the results as expected please let us know so that we can take this one offline here and dig a little further into this for you!

  • Avatar
    Daniel Petersson

    Hello Nhia!

    Thanks for the reply.

    I am slicing the report by Ticket Group (Historic).
    Currently I'm trying this as simple as possible by:
    What: % Satisfaction Score
    How: Ticket Group (Historic)
    Filter: Ticket Group (Historic) is Group1, Group2 and Group3 (actual group names are Integration, Konvertering and Techsupport)

    Here I get the results that satisfaction is 80% for G1, 75% for G2 and 30% for G3 which I suppose could be true even if 30% seems very low.
    (No filter applied regarding time period at this time)

    When I try to slice this into actual ticket id's however (in order to see what the rating is actually based on in data) I get more or less no results, perhaps around 80 NKI ratings total for all of the groups since 2013. Seeing as we have around 20-25% answer rate on our Satisfaction-ratings and just one of these groups (Group 3) sends back around 200 tickets per week back to the base-support-group this seems extremely low and makes we wonder if this is correct?

    Another question regarding this is if I want to split this into weeks what metric should I be using, Week (mon-sun) (Event)? Or which metric would be best?

    Thanks in advance!

  • Avatar
    Nhia Lor

    Hey Daniel,

    Thanks very much for sharing that additional information.

    I'd like to help take a closer look into the report data so let me create a ticket for you so that I may help dive further into this for you.

    Additional if you're wanting to slice your metric results within a report by a week period I would normally recommend "Week (Mon-Sun)/Year (Ticket Solved)".  This will compare the satisfaction results based on the week of the year that the ticket was solved.  Alternatively you could also use "Week (Mon-Sun)/Year (Ticket Created)" but it just really depends on how you wish to slice and compare the data.

  • Avatar
    Daniel Petersson

    Hello again!

    Sorry to bother again, however I'm trying to create a report that specifies the number Solved and  #Replies per agent and date. I.e. the number of solved tickets and public agent comments for each specific day in an interval.

    I was trying to do this by:
    What:
    # Tickets Solved
    # Replies

    How:
    Day of Week (mon-sun) (Assignee Updated)
    Ticket Assignee

    Filter: 
    Week (Mon-Sun)/Year (Assignee Updated) is last week
    Ticket Assignee is Person 1, Person 2, and 4 more 
    Day of Week (Mon-Sun) (Assignee Updated) is Mon, Tue, Wed, Thu, Fri

    I'm not sure if I can even get the right slice while measuring both solved and number of public comments but what I can't seem to accomplish even by measuring only # Replies is the actual number of public comments by a specific agent a specific date.

    If I measure # Replies based on i.e. Ticket solved the last ticket assignee on the "measure-date" gets all the replies on the ticket, from all the agents. So let's say "person 1" makes one public comment on a ticket and then solves it but three other agents have made five comments each person 1 still gets all of these under his or hers # Replies. In this case that would show up as # Replies for person 1: 16 (5x3+1).

    I want to measure only the public comments made by the ticket assignee of my choice per the date of my choice. In the same example as above it should show 1 instead of 16 since person 1 only made one comment.

    Any idea how to solve this and if it even can be combined with # Tickets solved in the same report?

  • Avatar
    Nhia Lor

    Hi Daniel,

    In this situation the "Ticket Assignee" attribute isn't going to be suitable for what you're needing as this attribute will always only contain the value of the current agent assigned to the ticket.  It doesn't record and store the value of the agents/admins who performed the update on the ticket on the event.

    You can approach this in two ways.  The first is that you would need to break this into seperate reports.  One to report on the tickets solved by ticket assignee.  And the second is to report on the public comments by updater.

    For this second report you would want to use the metric "# Public Comments".  And the attributes you'd want to use are "Updater" and "Week (Mon-Sun)/Year (Event)".  You can then filter your report results to just "Updater Role" is "Agent" and "Admin".

    However if you'd like to combine both within the same report it won't be possible to use the default "# Tickets Solved" metric and may require creating a custom metric.  This helpful recipe HERE should offer a good starting point.  You'll need to modify the metric formula so that it looks for the ticket solve event.  This should be represented by the following:

    • Text Field = Status
    • [Text Field] New Value = [Status] solved

    This metric you should then be able to use in the same report as the one above reporting on the comments by updater name.  The metric should then return the number of tickets that were solved based on the updater who solved the ticket.

    Hopefully this helps you further on this one!

  • Avatar
    Daniel Petersson

    Perfect, just what I was looking for - couldn't manage to get # Replies to go along with Updater but that explains it. Thanks again Nhia!

  • Avatar
    Thomas

    Hi There, 

    I am wondering if it's possible to have a report that displays, for example, the 25 tickets in the past 30 days, with a status of either solved or closed that had the longest resolution time and that had highest first reply time? 

    Thanks!

     

     

  • Avatar
    Daniel Petersson

    Hey T Lathouwers!

    I'm not exactly sure how you want to present this report when it should be based on both longest res. time and highest first reply time but maybe something like this could help?
    ("WHAT" you measure could of course be changed to something else, if you want it to be based on full resolution time or First reply time based on Biz hrs instead.)

    WHAT:
    First Reply Time (hrs) [Avg]
    Resolution Time

    HOW:
    Ticket Id

    Filter:
    Date (Ticket Solved) is from 30 days ago to today
    Top 25 Ticket Id by First Reply Time (hrs) [Avg]
    Top 25 Ticket Id by Resolution Time
    Ticket Status is Solved, Closed



  • Avatar
    Thomas

    Hi Daniel, 

     
    I am looking to create 2 separate reports. 
    One report would show the 25 tickets with the longest resolution time over the past 7 days 
    One report would show the 25 tickets with the longest first reply time over the past 7 days. 
     
    Many Thanks
     
    Tom

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