This recipe demonstrates how to show the percentage distribution of any metric across any attribute. We can use one metric to understand any percentage breakdown for any attribute.
Examples of this are, showing the percentage of tickets solved each day of the week or by each agent. Any related attribute can be switched in to find your percentage distribution without changing the metric.
This can be accomplished with one metric:
SELECT # Tickets / (SELECT # Tickets BY ALL OTHER)
The secret to this metric is using "BY ALL OTHER," which generates your percentage breakdown based on the attribute you choose. Without any attribute, this metric always equals 100%. Once sliced with an attribute, the metric is distributed across all attribute values.
- Type in SELECT # Tickets / (SELECT # Tickets BY ALL OTHER).
- # Tickets must be selected from the pick-list Metrics folder.
Here is the metric in the Advanced Metric Editor:
- Select Day of the Week (Ticket Solved) attribute in the How panel to show the percentage breakdown for each day.
- Click Done once you finish inputting your attributes and metrics.
- Choose a type of chart. This tutorial uses a line graph.
- Add additional attributes to further break down the report. This report uses the Priority attribute to measure the percentage of solved tickets in each priority.
Altogether this will add up to 100%, rather than showing the breakdown per priority. There are a couple of alternatives to this.
- Remove the Priority attribute from the How panel, and filter in one priority value instead. This type of filter can be found in the List of Values section.
- To see all priority values, you can amend this metric so each priority will add up to 100 %. Enter this metric into the Advanced Metric Editor:
SELECT # Tickets / (SELECT # Tickets BY Priority , ALL OTHER)
The new table will resemble the image below.
- Remove the Priority attribute from the How panel, and filter in one priority value instead. This type of filter can be found in the List of Values section.
5 Comments
How do I show both a sum AND a percentage of the total? I would like to be able to show what percentage of the total 99 tickets were assigned to CSR Issue and Other.
Thanks!
Hey Marylou, thank you for reaching out =) this shouldn't be a problem at all! In order to see the percent as well as the total sum, you should just need to add another custom metric in your "What" section that follows along the guidelines of the recipe above. It would look something like this:
So in the end you would have two metrics, one that calculates sum and one that calculates percentage. Hopefully that helps to answer your question!
Does anyone know how to show the % (I built a custom metric) on a dashboard with a date (timeline) filter? On a report level, the percentage add up to 100% but when it's on a dashboard and looking at Q3 of this year as the timeline, the percentage does not add up to 100%. I am guessing it's because my custom metric isn't defining # of tickets solved in THIS period. How would I go about doing that?
I'm still struggling with this one. I'd like to show the percentage of calls accepted out of total inbound calls. I can show both metrics on the same chart, but the true measure I need is percentage, not just the total of each.
If I can have each number (# Accepted; # Inbound) AND the percentage, that'd be great. If not, just the percentage will be fine.
Thanks for any help you can offer!
I am trying to caluclate % on a table that has Ticket Category (custom field) and dispalys cols for the count in each category per year.
Category -- # Ticekts 2016 | % of tickets 2016 || # Ticekts 2017 | % of tickets 2017
The problem is when I used the above percentage metric what happens is that the % is calulated for the entire table and not just within the Year.
Is there a way to do this to calculate % within the column only?
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