Using result metric calculations

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32 Comments

  • Eric Haley

    Hi Rob,

    What if I wanted to compare the total tickets from last month versus the total tickets from this month to provide a percentage of how this month's ticket volume compares to last month's ticket volume. Then the end result would be a KPI displaying the percentage that this month's ticket volume would be over or under last month's ticket volume. If it were over there would be a green up arrow pointing up or the text would be green. If it were under, then there would be a red arrow pointing down or the text would be red. 

    Insights does this, but I haven't figured out how to get Explore to accomplish this. Thank you.

    1
  • Rob Stack
    Zendesk Documentation Team

    Hi Eric, here's how I managed to do this.

    1. Create two Date range calculated metrics:

    Tickets this month (Original metric: Tickets, Defined on: Ticket created, Date range: This month)

    Tickets last month (Original metric: Tickets, Defined on: Ticket created, Date range: last month)

    2. Add both of these metrics to the metrics panel. Tickets this month should be the top-most metric.

    3. In the chart configuration menu to the right, click Chart. In the Chart menu, enable "Show variation" and set "Variation type" to Percentage.

    That gave me this:

    I hope this helps, or gives you some pointers to get started!

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  • Bobby Koch

    Rob Stack would you be willing to share the calculated metric you created? 

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  • Eric Haley

    Rob Stack I do not want the "24 804" to display on the stat. Can you explain how I'd get rid of this? Thank you.

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  • Eric Haley

    Also, I'm not seeing the "Show variation" or the "Variation type" fields. See below. Thoughts?

     

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  • Rob Stack
    Zendesk Documentation Team

    Bobby Koch It's actually two date range calculated metrics. You'll find that option just below the standard calculated metric. They should be set up with the following settings:

    Name: Tickets this month (Original metric: Tickets, Defined on: Ticket created, Date range: This month)

    Name: Tickets last month (Original metric: Tickets, Defined on: Ticket created, Date range: last month)

     

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  • Rob Stack
    Zendesk Documentation Team

    Eric Haley the Chart menu differs depending on which chart type you select. It looks like in your screenshot the Table type is selected. Could you try again with the KPI chart type selected.

    Sorry, but I don't see a way to remove the other number. You can make it smaller (Value style) or change its' color (Value style). One thing I guess you could do is to make that number the same color as your background, thus making it invisible. That's not perfect when you add it to a dashboard but with some resizing you can make it look quite good.

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  • Eric Haley

    Thanks, Rob Stack. That was it. Now, unfortunately, I discovered a new problem. I have a time filter on my report. When I change the month of the report, the stat drops to 0 tickets (down by 100%). I think this is because the "Tickets Created - This Month" and "Tickets Created - Last Month" metrics are static; thus always referring to the current and the previous month, regardless of what the time filter states. Is there are a way to do this so that the stat comes out dynamic, switching to the time frame that the time filter stipulates? Thanks again.

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  • Rob Stack
    Zendesk Documentation Team

    Eric Haley If you've added your percentage change query to the dashboard, you could exclude it from the time filter:

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  • Jorge Marques

    Hello,

    I am trying to show the percentage of each category but the formula text box border is red and I cant figure out what am I doing wrong.

    Right now this query is shared in different Dashboards and I would like to add a column that shows the %. 

    What formula should I be using in order to do so? If I go to display options and select % I get this.

    Any help would be appreciated.

     

    1
  • Rob Stack
    Zendesk Documentation Team

    Hi Jorge Marques could you share the formula (that's showing red)? Happy to take a look at this!

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  • Zara Roddis

    Hiya all 

     

    I am also suffering from not being able to work on my metrics. I have added my screenshot. What I want it to do is show the percentage of items reported/removed over the years and this to be shown in a line graph. I have tried creating a new attribute (so it is a metric) and using the result metric calculation - neither of these is work for me. Can you help?

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  • Rob Stack
    Zendesk Documentation Team

    Hi Zara Roddis thanks for the question! It looks like you're using custom metrics here. Would you mind sharing the formulas you used, then we can take a look. Thanks!

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  • Geoffrey Gallinger

    Is there a way to do a result metric calculation on a result metric calculation?

    I am looking at grouping MED(First Reply Time (hrs)) into 4 buckets. I would then like to get a count of how many times each bucket shows up as a percentage of the whole. My chart looks like this:

    "Traffic Light" is a metric calculation that uses an IF/THEN formula to group Reply Times into buckets. (eg. IF [time] > 1 THEN 4 ELIF...) etc.

    So now I want to know what percentage of cells (in the whole table) are a 4, a 3, a 2, and a 1. And preferably, only display that.

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Geoffrey Gallinger,

    The only way to accomplish this would be to create your initial result metric calc as a custom metric instead and then use that in a result metric calculation. Otherwise, there is no native way to accomplish this at this time. 

    Best regards. 

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  • Priyalakshmi Kunder

    Hi, I need to find out top 10 reason on monthly level, for eg, i want to know what would be the top 10 result for each month for this year.

    Right now when i try to pull a stacked chart and apply Top 10 on Result manupilation then it gives me top 10 reason based on year and not on individual month and hence the result vary based on , when we look for single month alone and when we look for all month 

    I hope you can understand what i am try to explain.

    Let me know how to solve this :)

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Priyalakshmi,

    We would love to troubleshoot this for you, but we will need a little more information first. If you could share a screenshot of your query or define exactly what "top 10 reason on monthly level" means, it would be greatly appreciated.

    Best regards. 

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  • Lionel Jensen

    Hello, I've added a metric to a query using "Line" visualization using a result metric calculation. The metric displays values as expected. However, I would like to apply the 'dual axis' view to this calculated metric - but as it does not display under my list of metrics in the top right corner, I cannot do so. Is there any way to apply options such as 'tooltip' or 'dual axis' to metrics calculated in this way? 

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  • Priyalakshmi Kunder

    Hi,

    Thank Devan for the reply.

    I have added the screenshot, so what I mean is when we create a chart month wise for one particular year and then through result manipulation we select top /bottom and show only top 10 attributes , so the result that is display is based on top 10 attribute across the year and not month wise individually i.e. those 10 attributes  which has highest percentage in all the month are display instead of those month wise top 10. I hope this helps, if not then please let me know.

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Priyalakshmi & Lionel

    I reached out to the product team, and neither of these requests are currently possible in Explore. I've shared this with our devs, but I would recommend sharing your use case in our product feedback forum.

     

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  • Mario Valdes

    Hi, how can I order my result metric calculations? I have a table and I want my result metrics to appear before my regular metric columns. I'm able to re-order regular metrics by dragging and dropping but I'm have not found a way to do the same with result metrics.

    Also, why is not possible to edit the format (color for example) of result metrics? I would love to display my results in different colors depending on their values.

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  • pstrauss

    I've currently got a table that has two metrics on it and a result metric calculation that computes an SLA for our 30 second or less call answer times. I've been asked to create a sparkline or line chart that looks at the SLA value over time, but every time I try to create a chart it wants to use the metrics for the chart instead of the result metric calculation. Is there any way to hide those other metrics from a chart and only display the result metric calculation?

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  • Chris Bulin
    Community Moderator

    Hi pstrauss thanks for asking such a good question. You can select the checkbox at the bottom of the calculation screen to remove the original metrics from the display. It looks like this:

    That should then leave only the calculation available for visualization. I hope that helps!

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  • pstrauss

    Chris Bulin - Ah hah! That's brilliant. You're a life saver. Thanks.

    1
  • Max Semenov

    Hey!
    I am trying to set up a start condition for calculating the response time. For example, I need to count the time since the appearance of a certain tag in the ticket and not since the moment of its creation. What is the best formula to use?

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  • Joe Gran

    Is it possible to make the Result Metric Calculation display on the secondary axis of a line chart? 

    Also, can we add Result Metric Calculations to the datatip available fields?

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  • Thibaut
    Zendesk Customer Advocate

    Hello Max Semenov and Joe Gran

    I created for you tickets so I can discuss with both of you what you need to achieve more in detail
    You should have receive a notification about it. 

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  • Vladimir Petrushenka

    Hi there, 

     

    I have a metric A and a metric B in my query in absolute numbers monthly and when I add a ratio of them in % using the result metric calculation it's added to the query against the existing axis Y. Because the axis Y is in absolute numbers the ratio metric in % can barely be seen. 

    Is it possible to add a second axis using the result metric calc function? I know I can create and add a third custom metric with ratio, but wondering if it's possible to do via result metric calculation. Below is the screenshot how it looks

    Thanks 

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  • Eric Gao
    Zendesk team member

    Hi Vladimir,

    Unfortuantely it's not possible to use a dual axis with Result Metric Calculations. You'll need to create a separate custom metric in order to apply a dual axis.

    Warm Regards,

    Eric G. Gao | Technical Support Architect | Zendesk

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  • 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?

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