Choosing metric aggregators

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  • Chris Wooten

    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.


  • Rob Stack
    Zendesk Documentation Team

    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,

  • Job Thomas

    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.

  • Alex Engel

    Does SUM() round up to the nearest integer? One metric of ours is supposed to be 9.5 but instead displays 10.

  • Brett Bowser
    Zendesk Community Team

    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 :)

  • Pierce Benlian

    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?

  • Devan - Community Manager
    Zendesk Community Team

    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. 

  • Alessandro Bertuci

    How can we customize the count to use the 75th or 90th percentile to measure First Response Time?

  • Devan - Community Manager
    Zendesk Community Team

    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. 

  • Aidan Ryan

    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 ?

  • Chandra Robrock
    Community Moderator

    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:

  • Lisa Anders



    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?




  • Nick Lamb

    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. 

    SELECT (SELECT PERCENTILE(VALUE(Full resolution time (hrs)), 0.75)) - (SELECT PERCENTILE(VALUE(Full resolution time (hrs)), 0.25)

    The original query was:

    SELECT (SELECT PERCENTILE(Full resolution time in minutes, 0.75)/60 WHERE Ticket Status <> Deleted) - (SELECT PERCENTILE(Full resolution time in minutes, 0.25)/60 WHERE Ticket Status <> Deleted)
  • Amy Dee
    Zendesk Team Member

    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:

    1. Start a new query in the Tickets dataset
    2. Under Metrics, add two versions of Full Resolution Time. This can be two aggregations of the same metric, like MED and AVG resolution in minutes, or the hours and minutes versions with the same aggregation. It will be sliced by ticket and the second column will be displayed as a percentile, so the details don't matter too much at this step.
    3. Under Filters, add a filter for Status solved/closed. If you don't do this, unsolved tickets will skew the results.
    4. Under Filters, add any other relevant filters, like solve dates, groups, etc.
    5. Under Rows, add Ticket ID. This lists each value individually, which allows Explore to find the percentile within the query results.
    6. Go to Result Manipulation > Result Path Calculation, and add Percentile on rows to one of your resolution metrics. 
    7. Go to Result Manipulation > Metric Filter, and set a range of 25 to 75 on the percentile metric.
    8. Go to Result Manipulation > Top/bottom, and select the top and bottom 1 for the percentile metric.
    9. Go to Result Manipulation > Order of result manipulations, and make sure the order is Measure Calculations first, then Value Filter, then Top and Bottom.

    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!

  • Jonathan Molina

    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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