Working with datasets

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  • Daniel Moross
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    What if I want to create a query using data from two different connections. For example I want to look at Satisfaction by different criteria - requester locale, custom fields etc.

    Please help - I know Explore is a game changer for our report building, but can't get it to report on the data I want to see at the moment.

  • Vincent Dollet
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    Hi Daniel!

    We are planning to introduce the possibility to join different connections later this year.

    Until then, don't hesitate to drop us a note at with use cases you can't address with the existing connectors.

    Kind regards


  • Zac
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    I sent an email with a use case from our team.

  • Mary Paez
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    A piece that has been missing for a long time is the reporting on KB article metrics:

    1. Draft & Published articles (not only thru Knowledge Capture appl)
    2. Growth of KB 
    3. Article counts
    4. # articles in any phase of a workflow
    5. # articles broken down by Agent (and groups of agents, regional teams)
    6. Participation rate (# tickets closed w articles / # tickets closed)
    7. # article accesses (views of KB articles from Guide portal) - break articles down by author, by most accessed, least accessed

    Also, these reports need to be able to be filtered by Month, quarter, annually.  Should have ways to group teams of Agents by region or product and report on each group

  • Tim Kyse
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    HI, where do we stand with connecting two sets of data sets? I'm trying to create a dashboard that shows the # of tickets solved, AVG handle time of each ticket, and CSAT. I don't think I can currently do that.



  • Jimmy Bowers
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    Still no ability to add new data sets?

  • Ben Fulton
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    What I'm looking for is the ability to create a backlog dataset that includes any custom ticket fields we have added. Unfortunately, it looks like this is not currently supported.

  • Annie Bukowczan
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    Hi, wondering if there has been any progress on being able to to create a query using data from two different connections in explore? I'd like to create a query that includes a metric from the Support:Tickets, Users and Organisations data-set and the Support:Ticket SLA's data-set.

  • Anthony Sabato
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    When will there be the ability to look at other data sets such as Users? We want to see what users are looking at service announcements so we know who not to target in our email campaigns. Visibility into user specifics is important not just the calculations.

  • Mark Hinson
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    I've created a custom Database based on Support Tickets and created 3 Queries based on that new Dataset.  Everything works fine, except no other Explore users can see the Dataset or any of the Queries I created.  Should it be possible to share Custom Datasets and Queries with other Explore Users who have Edit rights?

    thanks, Mark

  • Devan - Community Manager
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    Hello Mark Hinson,

    It sounds like you might not have set settings up correctly when establishing your editor permissions. Thie first thing I would recommend is to go through the article I linked below which will guide you step by step on how to establish these settings. If this is still impacting you after, please let me know, and I'll be happy to troubleshoot this with you further.

    Setting editor and admin permissions for custom datasets

    Best Regards.


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