Creating standard calculated metrics and attributes

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18 Comments

  • Comment actions Permalink

    I'd like to have my ticket ID's in a table view hyperlink to the ticket url (like it does out of the box in GoodData), but I can't figure out the syntax for achieving that with a Standard calculated attribute. Can you help me out? Thanks. 

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  • Rob Stack
    Comment actions Permalink

    Hi Jacob, I'm working on a recipe for doing exactly this, and it should be released sometime next week. 

    However, as a teaser, try this formula:

    LINK("https://support.zendesk.com/agent/tickets/"+[Ticket ID],[Ticket ID])

    Replace 'support.zendesk.com' with your own subdomain.

    Also, in the chart configuration menu, choose Chart > Text Interpretation, and choose HTML.

    Finally, on the same page make sure that Clickable URL is checked.

    This is still in draft, so is unsupported, but hopefully gives you a starting point. 

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  • Comment actions Permalink

    Awesome! That works from the web UI, will it be possible - at some point to also have it available in exported reports? PDF's and Excel is what I'm thinking.

    Thanks Rob!

    1
  • Rob Stack
    Comment actions Permalink

    Hi Jacob, I'll make sure to forward that request onto the correct folk. Rob

     

    2
  • Rob Stack
    Comment actions Permalink

    Finally, here's the link to the new recipe for clickable links - https://explore.zendesk.com/hc/en-us/articles/360002084927-Explore-recipe-Configuring-clickable-links-to-tickets

     

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  • Comment actions Permalink

    Thanks a lot Rob!

    2
  • Scotty Loewen
    Comment actions Permalink

    I'm about ready to give up, so maybe someone has had a similar idea. I'm looking to generate a time series of how many agents took chats per each hour of the day, this would give me my actual staffing that day. 

     

    Has anyone tried to do that? I've tried creating a Calculated metric with DCOUNT_VALUES[Agent Name] but it acts funny, like I can't graph it by adding the hour started column, it just gives me the same number for each hour. I feel like I'm close, but I'm just missing something. I'm sure I could wrangle the SQL, but I can't get this. 

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  • Saxon Clay
    Comment actions Permalink

    Don't have any help for Scotty but I've been having a very similar issue and I'm sick of bashing my head against the wall. I'm simply looking to calculate a daily average, year to date, of how many public replies agents post in tickets. 

    The problem is that I can't calculate against or pull a D_COUNT of Updates - Date because it's a filter, not a metric, and I can't figure out how else to tally how many days a given agent actually replied to a ticket to exclude days they weren't working, etc. 

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  • Devan - Community Manager
    Comment actions Permalink

    Hello Saxon Clay,

    I would recommend looking into this article that should help you with setting this up in your explore instance.

    Best regards. 

     

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  • Jason Brown
    Comment actions Permalink

    Hello, 

    Team is working on migrating our existing reports from Insights to Explore. We have a large number of custom metrics created, which are sorted in insights with a folder structure. It appears that Explore doesn't have a folder structure for saving metrics, but you can silo them in data sets.

    Are there plans to allow the creation of metrics outside of queries, and allow them to be managed outside of queries as well?

    Is there any way to sort custom metrics by name?

    Currently the list shows them in the order they have been created. Due to the differences in the custom metric language. We often find that to recreate metrics that we use in insights, we have to create sub-metric to then be used. (For example, you can't SUM an IF/THEN statement in a custom metric formula. I need to make a separate IF/THEN Metric that sums the data I need, and then use that custom metric in another Custom Metric data formula)

    This often makes it hard to find metrics due the additional metrics created as well as not being sorted by name.

    Thanks,
    Jason

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  • Rob Stack
    Comment actions Permalink

    Hi Jason, there's isn't a way to do the things you are asking for at the moment. However, I do know that the product team are doing a lot of work currently to improve management of queries so this is great feedback. Would you consider posting this in our Explore feedback form at https://support.zendesk.com/hc/en-us/community/topics/360001200913 where other customers can vote on your suggestion? It really helps the team to prioritize what work to do next. Thanks!

    1
  • Joel
    Comment actions Permalink

    Want to graph a calculation but I can't get it to report correctly.

     

    Want to sum the tickets created this week plus the previous 12 weeks and then divide them by 13.

    This to be graphed on a trend.

    Anyone knows how to do this?

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  • Devan - Community Manager
    Comment actions Permalink

    Hello Joel,

    So if I am understanding this question correctly I would recommend following the instructions on these two articles. They will breakdown how to set up a calculated metrics and then display it as desired. 

    Adding time and date calculated metrics

    Chart types for comparing trends over time

    Visualization types reference

    Best regards. 

    1
  • Tim Ho
    Comment actions Permalink

    Hi, 

    I'm trying to create a "target" metric in Explore for my dashboard.

    For example - if I have 200 tickets created yesterday, I want to be able to show the target number of tickets to be completed for 2 agents, as an anchor point. So this imaginary metric would show up as "100". This should change as the day changes. 

    However, I am struggling a little bit in making this. 

    I already have a date range calculated metric for # of tickets created yesterday ("Tickets created yesterday"). Easy.

    I am now trying to build a standard calculated metric off this date range calculated metric by writing this formula: =count(Tickets created yesterday)/2. Should be pretty simple, but nothing is being returned in the query. I feel like I am missing something obvious... can someone help?

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  • Brett - Community Manager
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    Hey Tim,

    I reached out to one of our Explore experts and they confirmed that the formula you're using should work. They were able to get the following to work:

    If the above doesn't work, can you provide a screenshot of the formula you're using?

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  • Fernando
    Comment actions Permalink

    Hi! We're trying to perform a percentile-type calculation like the following: "80% of tickets were first-replied before X minutes". So we came up with this formula:

    So, to the average reply time, add almost one standard deviation. But... the results we're getting are not correct. For instance:

    So for January 2020 I'd expect the "80%" column to be equals to 30 + 8 / 0.86 -> 36.88, but the calculated metric returns 102 instead. I tried changing the aggregator function to other functions, but the result is always the same, except if I pick std_dev, which brings another - incorrect - value.

    What am I missing?

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  • Fernando
    Comment actions Permalink

    Just an update on my last post. I was able to solve it. The calculation was right, it was just at the wrong place.

    So, what I had to do is to add the metrics:

    Then, in Result Manipulation, I created a Result metric calculation:

    and checked the "Clear used metrics" checkbox, because I have no interest in showing the average time or stdev in this graph. And that did the trick for me!

    1
  • Nicole - Community Manager
    Comment actions Permalink

    Thanks so much for coming back and sharing your answer, Fernando! Glad to hear you got things working. :)

    0

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