Building custom reports in Insights (Professional and Enterprise)

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  • Brent Manser

    I've tried building it like this;

    VALUE(Leg duration (sec)) +
    VALUE(Leg on-hold time (sec)) +
    VALUE(Leg wrap-up time (sec))

    This value is coming out significantly higher than when I report on Ticket Handling time 

  • Brent Manser

    Also if reporting by ticket, how would you account for the efficiency created by working concurrent chats?

  • Brett Bowser
    Zendesk Community Team

    Hey Brent,

    You may want to take a look at our Insights Recipes Reference article which provides a list of useful reports and how to create them. I'm afraid we're rather limited on what we can assist with on our end when it comes to creating reports from scratch. I'll also reach out to our Community Moderators to see if they have any advice for you.



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