Chart types for comparing trends over time

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16 Comments

  • Kenshoo Inc.

    Can you stack the secondary axis?

    I am looking for it in "Chart" and in "Secondary Axis" menus and can't find it. I have a few metrics as lines in the main axis (working great), and two more metrics as secondary columns, which show up side by side - I am trying to get them stacked. Is that possible?

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  • Patrick Bosmans
    Zendesk Customer Advocate

    Hey Gal,

    The only way you can stack is if the metrics are on the main axis.  Secondary axes do not offer the "stack" option.  I might suggest switching to those metrics from dual to main and seeing if that offers the query look that you were hoping for.

    I would also ask if you wouldn't mind posting in our Product Feedback forum about adding this feature set to the platform as I am sure others would also be interested is this as well! 

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  • Amber Barnes

    Maybe a silly question, but how do I flip the axis? I created a column chart to show ticket volume month over month, but it leads with the most recent month, and then goes further out in time as it goes along the X axis. I can't find anywhere in chart config where I can flip this. 

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  • Hillary Latham
    Community Moderator

    Amber, you can use the "sort" choices in Result Manipulation > Sort to change the sort.  However, if you have month on your axis, then it defaults to showing in standard calendar year order, i.e. Jan, Feb, Mar, etc.  If you want to show in more of a timeline order you can add year to your axis before month so that it sorts more chronologically.

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  • Irene Yung

    Is it possible to compare the data in % from time to time?

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  • Hillary Latham
    Community Moderator

    Irene, this article shows you the options for manipulating how results are shown: https://support.zendesk.com/hc/en-us/articles/360036324034-Calculation-types-Result-manipulation

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  • Irene Yung

    Hi Hillary Latham ,

    Maybe I rephrase my question. 

    I'd like to see the % of ticket increase/decrease from last month to this month, I know in Maths it should be ((Last - This)/Last)*100%, but how can i apply to Zendesk?

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  • Hillary Latham
    Community Moderator

    Irene, sounds like you might want to use a Result Metric Calculation: https://support.zendesk.com/hc/en-us/articles/360022184374-Using-result-metric-calculations

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  • Lauren Wippman

    I'm trying to compare tickets solved in the past week to how many tickets solved in the past 30 days by each agent, but it says I still need to add metrics & attributes in order to save. What am I missing? 

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  • Brandon Tidd
    Community Moderator

    Hi Lauren Wippman -  

    Thanks for reaching out.  It appears that you have successfully created custom metrics, but Explore is not recognizing them as metrics in this query.  First, I would try refreshing your instance and recreating the query to see if maybe there was just a slight delay in the creation of those metrics.

    If that doesn't work, are you able to post a screen shot of one of your custom metrics so we can review further?

    Looking forward to your thoughts!

    Brandon

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  • Tina Yates

    How can I change the column chart to show each column as a different colour?  Choosing a pallette doesn't make each column a different colour.  Thanks

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  • Elissa
    Zendesk Community Team

    Hi @Tina Yates,

    You can change the color of each column by going to the paintbrush on the righthand sidebar in your query, selecting "color" and then clicking on the color box next to the bar you're trying to change. 

    I hope that helps!

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  • Henry Alley

    Is there a way you can plot data over multiple years by months in sequence? 

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  • Tina Yates

    Henry Alley.  Not sure if this is what you need but if you place year before month in the column section you will see each month and listed below the months will be the year.

     

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  • pstrauss

    So I'm confused about something. I've created a KPI report and a Sparkline report for the same data - in this case, Average Call Duration. The KPI is based on the last seven days through yesterday, and the Sparkline is based on the last 3 months through yesterday, with the graph based on week of year.

    The odd thing is that the "Last" value in the sparkline is never the same as the average value as the KPI, which SHOULD be for the same period of time. Am I doing something wrong, or misunderstanding how these two report formats reflect the same data? See below for an example of one such duo of reports:

     

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  • Rachel Orio

    Hi @pstrauss,

    Furhter investigation is needed on your concern so we can I identify what's causing the issue. A ticket is created on your behalf kindly expect an email shortly stating the ticket has been created.

    Best regards,

    Rachel Orio

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