Insights recipe: Showing percentage breakdown of any attribute

Zendesk Explore, our new analytics software, is replacing Insights. Most customers who purchased Zendesk Support after July 2018, or have been migrated to Explore don’t have access to Insights. You can find Explore in the Zendesk product tray.

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.

This recipe creates a report that provides information on solved tickets' priority during each day of the week. Other custom reports can be created by selecting different attributes in the How panel.

Note: This metric is created in the Advanced Metric Editor. For more information on creating custom metrics see Creating custom metrics in Insights.

1. 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:

   

2. Select Day of the Week (Ticket Solved) attribute in the How panel to show the percentage breakdown for each day.
3. Click Done once you finish inputting your attributes and metrics.
4. Choose a type of chart. This tutorial uses a line graph.

   

5. 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.
   1. 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.

      

   2. 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.