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Creating a top/bottom filter

Rob Stack
  • Edited
Zendesk Documentation Team

The top/bottom filter restricts your results to a range you choose. For example, you can create queries such as the ticket type with the shortest resolution time or the five agents with the most solved tickets.

Note: You can also add top/bottom filters to a dashboard, so viewers can view the highest or lowest results in each query. See Displaying the highest and lowest values.

This article discusses the two ways to create a top/bottom filter:

Top/bottom result manipulation

The top/bottom result manipulation is a simple way to break down a report into the highest and lowest results.

To apply this filter
  1. In Query Builder, click the result manipulation icon ().
  2. In the Result Manipulation menu, click Top/bottom.
  3. Enter the number of top and bottom results you would like to see.
  4. Select the metric to use.
  5. Select a strategy.

    If you have attributes on both rows and columns, you can select the appropriate section. If you have multiple attributes, and would like to see the top/bottom for each individually, you should select the per block strategy. If you select Auto, Explore will automatically choose a location.

  6. Optionally, select a calculation options:
    • Aggregate values Useful if you have attributes in both the Rows and Columns panels, or a chart displaying results over time. Aggregate values calculate the total of the metric's results, instead of on the first concurrence of the metric.
    • Aggregate filtered elements All results outside your specified top/bottom range will be combined into another category. This is useful when you do not want to view the details of the smaller results, but still would like the overall totals and percentage shares to be accurate.
  7. Click Apply.

The top/bottom result manipulation is added to the Filters panel.

Top/bottom attribute calculation

If you want a top/bottom filter to apply to other metrics than those on the frame, you can use a top/bottom attribute. Top/bottom attributes can be used in all queries created from the data source.

For example, if you want to analyze the number of tickets solved by the assignees with the longest full resolution times, you could use a top/bottom attribute. Your report would resemble the image below:

 

To create a top/bottom calculation
  1. In Query Builder, click the calculations icon ().
  2. Select the Top/bottom attribute option.
  3. Select a metric and an aggregator.
  4. Select the number of top and bottom values to display.
  5. Select an attribute.

  6. If you have any filters applied to the metrics and attributes of your query, check Compute according to the filters in this query to apply the filters to the attribute as well.
  7. Click Save
  8. Add your attribute to either the Columns or Rows panels.
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7 Comments

  • Violeta Micu

    Hello,

    I have 2 attributes (custom fields) that i use to set the ticket tipology. One is called category and one subcategory

    I need to create a report that will show a TOP 3 Category and a TOP 3 Subcategory for each of the 3 categories.

    Is there a way to achieve this with Explore? In Insights i could create it.

    Thanks :)

    0
  • Graeme Carmichael
    Community Moderator

    Violeta

    It sounds like you should go to Result Manipulation>Top/ bottom

    That may get you close.

    0
  • Idit Matas

    Hi!

    I wanted to check if there is a way in Explore to filter out the 5% of abnormal tickets (for example, the top 5% of tickets that took the longest time to resolve), and look only at the majority of 95% of "normal" tickets.
    I am aware I can use Median, but that wouldn't work if I want to gauge the SUM of the amount of time invested in resolving the tickets, for example.

    Thanks!

    0
  • Graeme Carmichael
    Community Moderator

    Idit

    There is a percentile function that you can apply on your results.

    So you can have a metric SUM(Full resolution time (mins)) in your query.

    Then go to Result Path Calculation and replace this with:

    • Pattern>Percentile
    • Path> On Rows

    I do not know of a way to then filter your output based on this new percentile metric, but you can use the column heading to sort the result from high to low and then make a decision on the items to exclude.

     

    0
  • Idit Matas

    Hi Graeme,

    Thank you for your response!

    Looking into Result manipulation menu, I found the Metric filter option: 

    What I am looking for is this exact functionality, but to filter on percentile and not on absolute values.

    Any chance Explore has this functionality or is planning to add it as part of the roadmap?

    Thank you! Idit

    0
  • Graeme Carmichael
    Community Moderator

    Idit

    Just below the Metric Filter, you should find 'Result Path Calculation'

    That is the one you are after.

    0
  • Robinson Moysés dos Santos

    Hello,

    I have an atribute to register the SOLUTION given to a ticket. I need a query that shows the % of Customer Satisfaction per SOLUTION, but only of the top 5 SOLUTIONS in a given period.

    I tried to use this calculated attibute, but didn't get the desired outcome.

    Is there any other option?

    Thanks.

    0

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