| Suite | Professional, Enterprise, or Enterprise Plus |
| Support with | Explore Professional or Enterprise |
Result metric calculations enable you to add a further calculation to a report you have already taken. For example, if you've created a report to calculate a cost of service for your tickets (see Calculating estimated cost of service for an example), and you want to add a ten percent margin to this, you could use a result metric calculation.
Creating a result metric calculation
To create a result metric calculation
- With an Explore report open, click the result manipulation menu (
), then select Result metric calculation. - Click Add a new metric.
- On the Result metric calculation panel, enter the name of your metric.
- Enter your formula. For help writing formulas, see Writing Explore formulas.
- Select Clear used metrics to hide other metrics from the report results and only show the result metric calculation. The metrics are still used in the result metric calculation, but the results will not appear in your chart.
- Click Add, then close the Result metric calculation panel. The new result metric calculation is added to the report.
- Your calculation is automatically added to the open report.
- In your report, click Save.
Example: Calculating the percentage of On-hold tickets
In this example, you'll create a report that shows the total number of tickets, and the number of On-hold tickets for any given year. Then, you'll add a result metric calculation that displays the percentage of On-hold tickets.
Creating the report
To create the report
- In Explore, create a new report using the Support: Tickets dataset.
- In the Metrics panel, add the following metrics:
- COUNT(Tickets)
- COUNT(On-hold tickets)
- In the Filters panel, add the following attribute:
- Ticket created - Year
- From the visualization type menu (
), choose Table.Explore displays a table showing the total number of tickets and the number of On-hold tickets. You can click the Ticket created - Year filter to filter your results to specific years.
- Enter a name for the report, then click Save.
Adding the result metric calculation
To add the result metric calculation
- With an Explore report open, click the result manipulation menu (), then select Result metric calculation.
- Click Add a new metric.
- On the Result metric calculation panel, enter the name of your metric, Percentage of On-hold tickets.
- Enter the following
formula:
COUNT(On-hold tickets)/COUNT(Tickets)The Result metric calculation panel will look like the following example:
- Click Add, then close the Result metric calculation panel. The new result metric calculation is added to the report.
- Next, you need to display the new calculation as a percentage. In the chart
configuration menu (
), click Display format. - On the Display format panel, click the drop-down list next to your metric, SUM(Percentage of On-hold tickets).
- From the list of display formats, choose percentage, (%). The result metric
calculation in your report now displays a percentage.
- In your report, click Save.
18 comments
Steven Guerrero
Is it possible to divide a value obtain from metrics with an int value? For example, I want to make the formula COUNT_D(Update_ID)/40, since I want an average of how many updates per working hour the agents did. But it is not working.
0
Giulio
is it possible to use the IF formula in result metric calculations ?
0
Dainne Kiara Lucena-Laxamana
Hi 1900214814004 !
I went a head & created a ticket on your behalf to look into your Explore data and see why it's not loading anything on your end. Please keep an eye out for our Email.
0
Carousell
Im adding some calculated metrics but it results into nothing,
(COUNT(AT-RD)+COUNT(AM-RI)+COUNT(AM-RD)+COUNT(FMD-CMA))
maybe because some of these metrics has 0 as a value? how can it be computed?
0
Dane
Have you already tried to refresh your browser and recreate the Result Metric Calculation? Normally this will do the trick if changes are not being saved in Explore.
0
Marco
Thanks for reaching out in our community as well by the way.
A ticket was also created from this reply, and as I have also already contacted our Explore team, please refer to my reply on your ticket with me.
Regards,
0
Tom Mirkin
Hi Guys,
I'm trying to create a query that will measure my team's AVG resolution time for tickets per ticket priority, and struggling with excluding the extreme results (so it will not affect our AVG dramatically).
I created the following metric to filter out the 'pending's from the calc:
Resolution time without pending (Biz - days)
IF (NOT INCLUDES_ANY([Ticket tags], "followup_ticket_creation", "closed_by_merge", "closed_by_trigger_blocked_email_channel"))
THEN(VALUE(Full resolution time - Business hours (hrs))-VALUE(Agent wait time - Business hours (hrs)))/24
ENDIF
Finally I got the AVG resolution time per priority, but I found it is not reflecting the reality as few extreme cases are influencing the AVG dramatically.
Therefore, I tried to use the "Results manipulation" -> "Results metric calculation" to filter out values that are too far from the STD_DEV by creating the following metric:
ST_Dev AVG Resulution time
IF (NOT INCLUDES_ANY([Ticket tags], "followup_ticket_creation", "closed_by_merge"))
AND VALUE(Full resolution time (min)) < 3* STD_DEV(Full resolution time (min))
THEN
(VALUE(Full resolution time - Business hours (hrs))-VALUE(Agent wait time - Business hours (hrs)))/24
ENDIF
Unfortunately, the Results manipulation metric is not working as expected, and I couldn't find what is wrong, or what is the best way to exclude the tickets with the extreme AVG resolution time from the general AVG.
Please assist me in this one, as it is a crucial report for measuring the team performance.
Best Regards,
Tom
0
Matt Farrington-Smith
Thanks for the reply 421249272894!
I didn't have much luck with the repeat pattern - it seemed to just lump the previous periods' data into the number shown.
Correct me if I'm wrong, but I think by using the two metrics for different quarters I've achieved the result I was looking for?
0
Elaine
Hi Matt,
With the use case that you presented, I think the Date range calculated metrics would help you out on this. You can check the article Adding time and date calculated metrics regarding this one.
You can use data for a quarter of a year under the Advanced tab and Add a repeat pattern within the calculated metric to compare the current quarter to another quarter of the same year or a different year.
For more information about adding a repeat pattern, you can check the article Editing dates and date ranges. Hope this helps! :)
0
Matt Farrington-Smith
I think I know the answer to this already, but I'm looking to create a dashboard that shows data quarter by quarter.
At the moment all I can show is data from quarters that are already complete. There doesn't appear to be a way to show data dynamically to-date. For instance, can I compare 20 days into Q3 with 20 days into Q2?
I don't want to show the total amount for Q2 and the amount so far for Q3 as you can't make a useful comparison.
Hope that makes sense?
0
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