Adding metrics and attributes to queries

Have more questions? Submit a request

26 Comments

  • Hillary Latham
    Comment actions Permalink

    What is the metrics panel that you reference?  The only "metrics panel" I see is the one on the left to add metrics and there are no options for charge configuration.  I have a column chart type in my query.

    0
  • James Sanford
    Comment actions Permalink

    Hey Hillary!

    Metrics panel refers to the highlighted panel in the below screenshot on the left side of the Query builder where you can add Metrics to your Query.

    Chart Configuration is found on the right side of the Query builder and is highlighted in the below screenshot for you as well.

    0
  • Hillary Latham
    Comment actions Permalink

    Let me ask in a different way, I do not see anything that looks like a dual axis icon in the Metrics panel.    How can I select a metric to be on the dual access from the Metrics panel?  I do not see a way to do what your instructions say.

    0
  • Laura Weiler
    Comment actions Permalink

    Can you add a dual axis where one side is a count (total tickets) and the other side is a percent (% satisfaction score)? I am trying to slice the data by ticket reason. I can get one metric or the other to display the way I want, but I cannot get both onto the same query displaying in a way that makes sense. It keeps stacking the % satisfaction scores in one column for all ticket reasons instead of matching up with the column that represents the ticket count for that reason.

    0
  • Jessica Blake
    Comment actions Permalink

    @Hilary, you should be able to select a dual axis when two metrics are selected. You can select dual axis either from the icon in the metrics panel, or within the metric itself. Check out the screenshot below which should help.

    @Laura you can definitely use dual axis when the metrics are not measuring the same attribute like your example of count vs percentage. I recommend that you check out the Explore recipe Reporting on CSAT and one-touch tickets which will help with changing the axis so that the percentage value displays correctly. It's very similar to your use case.

    Let me know how you go!

    1
  • Ayal Kellman
    Comment actions Permalink

    Hi - is there a way to sort the explosion attribute? 

    I want to explode by ticket priority and its showing Normal, High then Urgent. Is it possible to invert that sort order? I tried a few times using the result manipulation functions but that only seems to work on metrics not on the explosion...

    Thoughts?

    0
  • Andy Merrick
    Comment actions Permalink

    Hi Ayal!

    Adding attributes into the Explosions panel will break your report out into individual charts. You can then use the result manipulation functionality to sort the results in each chart, but not the order of each individual chart.

    If you're looking to order the ticket priority results in a particular way, you could consider creating a new query for each priority and ordering them how you wish on a dashboard.

    0
  • Sara Gardinier
    Comment actions Permalink

    I'm wondering if there is a way to "save" a list of assignee's that I can apply across queries. Right now our dataset includes numerous assignees but I only need reporting for six people. Each time I create a query where I want the results broken down by assignee, I have to search for each name and manually select it. Is there a way to save that selection of assignees so that it can be applied more easily?

    0
  • Rob Stack
    Comment actions Permalink

    Hi Sara, one way you could do this would be to set up a standard calculated attribute that tests for the assignee names you want. This would look something like this (add a new "ELIF" line for each assignee):

    Then, use this attribute instead of the standard "Assignee name" attribute.  Hope this helps!

    1
  • Sara Gardinier
    Comment actions Permalink

    Thank you, Rob!

    1
  • Alonso Houlihan
    Comment actions Permalink

    Hi - is there a way to limit the rows on a chart?

    0
  • Hillary Latham
    Comment actions Permalink

    Alonso, can you be more specific?

    0
  • Alonso Houlihan
    Comment actions Permalink

    Sure thing!

    When creating a query to see the number of tickets created by issue categories over a period of time, I would ideally just want to see the top 20-25 issue categories but I am unable to limit the rows - a total of 77 show on this query.

    Any thoughts?

    0
  • Hillary Latham
    Comment actions Permalink

    Thanks Alonso.  Have you tried playing with the Result Manipulation > Top/Bottom feature?  You can limit the number of rows this way (just be sure to select "on rows" for the "Strategy".  It will show you the top 20 for the result set and not per day, FYI.

    You can read up more about it here: https://support.zendesk.com/hc/en-us/articles/360022184274-Creating-a-top-bottom-filter

    1
  • Alonso Houlihan
    Comment actions Permalink

    That worked great - thanks, Hillary.

    0
  • Nelli
    Comment actions Permalink

    I'm trying to add the a Change attribute widget to my Dashboard, but the Change attribute list is empty. How can I get something to select there? I have charts in my Dashbord that have attributes..

    0
  • Brandon Tidd
    Comment actions Permalink

    Hi Nelli

    When you were adding the widget, did you select the dataset?  More info here:
    https://support.zendesk.com/hc/en-us/articles/360022185254-Adding-interactive-dashboard-widgets

    Brandon

    0
  • Nelli
    Comment actions Permalink

    Hi Brandon,

    Thanks for the comment. Before I didn't have any opportunity to select any dataset. When I selected "Add change attribute" it just gave me that empty dialog. But now when I had to make another custom dataset due to another problem, I was able to select a dataset here and create the Change attribute field.

    0
  • Chris Braley
    Comment actions Permalink

    Hi,

    I am trying to create a graph that has this years ticket volumes as bars / areas. With this years vs last years one touch ticket percentages. Is there anyway to limit metrics so that only some show this year and last year?

     

    0
  • Hillary Latham
    Comment actions Permalink

    Chris, I do not know of a way to apply filters to metrics independently.  You could add year as an attribute to the columns to spit out the data to show by year for the same week.

    0
  • Chris Braley
    Comment actions Permalink

    Thanks Hillary Latham but I dont want it to apply for all metrics - I found a way forward using custom metrics - thanks for your help!

    0
  • Nicole Haberman
    Comment actions Permalink

    This may be the wrong article to post this question on but I have an Explosion added to a query, for tickets created - Per Year, and I want to sort the years descending. Is there any way to reorder the charts generated in an "Explosion"? 

     

    Thanks!

    0
  • Hannah Meier
    Comment actions Permalink

    Hello Nicole,

    I believe the easiest way to do this is to create an ordered set to sort the years in descending order, and use that set in your explosions. The only limitation to this is that you'll need to edit this ordered set once a year to add the new year in the correct order. Here's the article on ordered sets:

    https://support.zendesk.com/hc/en-us/articles/360022184334-Organizing-values-by-groups-and-sets#topic_ssy_cnw_fv

    0
  • Devan
    Comment actions Permalink

    On Wednesday, April 8, from 8:00am-10:00pm CDT, we'll have a special guest team of experts on hand to answer your questions about Explore: Reporting & Insights Migration in your Zendesk Explore instance for an AMA-style conversation!

    Just click the "new post" button and write up your question. Be sure to be as detailed as possible. The best questions include: 

    • What it is you're trying to do
    • What you've tried so far 
    • Any other context or relevant information
    • Screenshots, if you have them

    Questions posted to this topic in advance of the start time will be answered first thing on the 8th, so if you've got something you want our experts to look at, post it today!

    0
  • Ben Lebeau
    Comment actions Permalink

    Where can we go for accurate definitions of the different metrics? They aren't labeled clearly so it is difficult to know if I'm pulling accurate data.

    I am trying to understand the total amount of ticket interactions across all channels per agent per day as a performance metric, but ticket solved and ticket updated seem to have some overlap and I don't see a "total tickets actioned" option?

    0
  • Rob Stack
    Comment actions Permalink

    Hi Ben Lebeau thanks for the question. You'll find the descriptions of the different metrics and attributes in these articles. If you feel any descriptions are lacking, please let us know and I'd be happy to add further details!

    0

Please sign in to leave a comment.

Powered by Zendesk