Metric aggregators define how the data queried by a metric is calculated. For example, the metric Full resolution time (days) defaults to showing the median (MED) of the time in days it took to resolve tickets, but you can change the aggregator to show the average time, the minimum time, the maximum time and more.
Use this article to learn about the different aggregators you can use, and how to use them.
Changing the metric aggregator
To change the metric aggregator
- In query builder, add a metric to the Metrics panel.
- Click the metric you added.
- From the list, select a new aggregator.
The available aggregators will differ depending on the metric you choose. Use the Metric aggregators reference to find out more about each aggregator.
- To save the new metric aggregator, click Apply.
Metric aggregators reference
Use this table to learn about the different aggregators and when to use them.
Aggregator | Description | When to use |
---|---|---|
COUNT |
Counts all values of an attribute. If the same value is recorded more than once, each occurrence is counted. |
Used for counting objects like tickets, calls, chats, users, organizations, etc. |
D_COUNT
(distinct count) |
Counts the number of different (unique) values. Values recorded more than once are counted only once. |
Used for distinct counting objects like tickets, calls, chats, users, organizations, etc. |
SUM |
Adds up all numeric values. |
Used for database counted, arithmetical operation and time duration metrics like Chat Messages, % Satisfaction Score, Resolution Time. |
AVG
(average) |
Calculates the arithmetic mean of numeric values. |
Used for time duration and database counted metrics like Resolution Time and Chat Messages. |
MED
(median) |
Identifies the numeric value that separates the higher half of the values from the lower half. |
Used for time duration and database counted metrics like Resolution Time and Chat Messages. |
MIN
(minimum) |
Identifies the lowest numeric value. |
Used for time duration and database counted metrics like Resolution Time and Chat Messages. |
MAX
(maximum) |
Identifies the highest numeric value. |
Used for time duration and database counted metrics like Resolution Time and Chat Messages. |
VARIANCE STD_DEV (standard deviation) |
Measures how far numeric values are spread out from their average value. If it is low the numeric values are close to the average. If it is high the numeric values are spread out. |
Used for time duration and database counted metrics like Resolution Time and Chat Messages. |
Choosing the right metric aggregator
By default, metrics use the most relevant aggregator. In some situations, a different aggregator might better suit your reporting needs or you might need to decide which aggregator to use on a new calculated metric. Use the following sections to help you to decide which metric aggregator to use.
COUNT and D_COUNT
- COUNT: Counting all recorded values.
- DCOUNT: Counts only unique values.
In many cases, both aggregators will return the same results because the values they are counting are not repetitive. For example, if you count Ticket IDs in the Tickets dataset, the results for both aggregators are equal, because the ID of each ticket appears only once in this dataset. If you do the same in the Ticket Updates dataset, the COUNT aggregator returns a much higher result, because Ticket ID is recorded for each update.
For more information, see What is the difference between COUNT and D_COUNT?
SUM
This aggregator is often used for database counters and arithmetical operation metrics, but it also can be used for duration metrics, for example, to calculate the total time spent by agents on calls or chats.
The database counted metrics are computed outside of Explore and appear in Explore as ready to use metrics. They normally measure the number of specific events or objects like Agent Replies, Assignee Stations, Reopens, or Chat Messages.
The arithmetical operation metrics are calculations created in Explore that perform numerical operations with existing metrics. For example, SUM should be used for % Satisfaction Score metric, which is a division of Good Satisfaction Tickets by Rated Satisfaction Tickets.
AVG, MED, MIN, MAX, VARIANCE and STD_DEV
Team efficiency and performance is analyzed in Zendesk using time duration and database counted metrics aggregated using AVG, MED, MIN, MAX, VARIANCE and STD_DEV.
AVG and MED play a similar role in understanding the tendency of a metric. If the data you are comparing is mostly uniform then the AVG aggregator can be used. However, in many cases, Zendesk data has a high number of outliers, meaning that MED is the best option. See Average vs Median for a closer look at these aggregators.
The MIN and MAX aggregators can be used to identify the highest and lowest metric outliers.
VARIANCE and STD_DEV are more advanced analytical aggregators and are rarely used, but they are helpful in measuring how uniform or spread out the metric values are. If you never used these aggregators start with STD_DEV. Standard deviation is expressed in the same units as average and median aggregators and can be easily compared with them.
15 Comments
I am new to this Software but have been using Power BI for years. I am not sure why the program will not allow me to make averages of simple metrics such as the number of tickets solved per person.
Hi Chris, I'm sorry for the late response.
One way you could do this is (using the Tickets dataset) to add the metric SUM(Tickets solved - Daily average), and then add Assignee name to the Rows panel.
I hope this helps,
How can I rather than looking at the MED look at the 90% percentile for example? In our case, that's a lot more telling than the MED and it's much more the metric we would want to check.
Does SUM() round up to the nearest integer? One metric of ours is supposed to be 9.5 but instead displays 10.
Hey Alex,
I confirmed with one of our Explore experts and it looks like most aggregators would round up to the nearest integer by default. If this isn't the desired result for you, you'll want to manually change the decimals places via the Chart Configuration>Display format
Let me know if you have any other questions :)
I'm trying to count inbound calls but my COUNT and D_COUNT values are different for the same calls. I see inbound calls with 1 ticket number counting as 2 when I pull COUNT but 1 when I use D_COUNT.
What action is being applied to cause a value of 2 to be given in COUNT?
Hello Pierce Benlian,
So when you use COUNT, this will show up as two calls because sometimes there can be two or more calls attached to a ticket. I would recommend using D_COUNT for your reporting if you are looking to report on just the number of tickets with calls. If you feel though that this is incorrect and possibly a bug, let us know, and we'll investigate this further for you.
Best regards.
How can we customize the count to use the 75th or 90th percentile to measure First Response Time?
Alessandro Bertuci,
We would love to answer this question for you but we could use a little more information on what you're trying to accomplish. I would also recommend posting your question in our Explore AMA topic so our experts can reply to you with their solution. I've included a link below where you should post your response.
Explore AMA
Best regards.
I wish to display Full Resolution Time (Business Hours) in a grid/table. However, in the Calculated Attributes, I am only offered it via aggregators as per above. I simply want to display a column with Ticket ID and other columns + Full resolution time but cannot do it. Strictly speaking, full resolution time is a metric rather than an attribute but how can I display in a grid ?
Hi Aidan Ryan - I just saw this comment, but I see you posted this question here as well. Let me know if you have any questions about the solution I recommended here: https://support.zendesk.com/hc/en-us/community/posts/360050835474-Calculated-Metrics-Aggregators.
Hi
Really struggling to create metrics of average of tickets solved a month and unsolved ticket average in a month.
Can anyone help?
Looking at the reply from Rob Stack i can add the daily average but I want the average for the month, is this possible please?
Thanks,
Lisa
I'm working on moving our OKRs over to Explore from Insights (GoodData) and have hit a blocker. Does anyone have a good way to do this in Explore? I'm looking to recreated the following calculation for variance on MTTR. This was my attempt to move this to Explore.
The original query was:
Hi Nick! At this time, Explore does not have a PERCENTILE function within metrics. You can review available metric functions here: Explore functions reference.
The closest option is the "Percentile" pattern under Result Path Calculations. The details are here: Using result path calculations.
It's possible to get the values for the 75th and 25th percentiles in Explore. You can't manipulate them, like finding the difference or incorporating those numbers in larger charts. You can find and display them, though, which is a start.
To display those percentile values:
The result is the 75th and 25th percentiles, displayed with their resolution time and associated ticket IDs.
Here are screenshots from Insights and Explore in a test environment, so you can see the values line up. Explore is using the method above, while Insights is using SELECT PERCENTILE(Full resolution time in minutes, ##)/60 for its metrics.
Explore isn't as robust as Insights when it comes to percentiles (for now), but there is an option available.
I hope this helps! Happy reporting!
Hi all,
We are using a custom metric that saves the timestamp of every change of "Step" (step 1 to step 2 to step 3, etc.) for every ticket.
Now we want to obtain the Median but only of the MIN values of this metric, is that possible? The idea is to be able to calculate for every organization that we have the Median value of that first change of "Step".
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