Chart types for comparing metrics

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11 Comments

  • Gal Zohar

    Can you create a KPI that shows the difference between the last value and the one previous to that?

    I am trying to show "% Breached Tickets" this month (let's say it's 5%), vs the previous month (let's say it was 3%). I expect to see the difference is +2%, but as I only have one metric, it does not show any diff.

    I am probably doing something wrong? The guide above shows the use case with 2016 being the latest year, but it does not show how it compares to 2015.

    Thanks!

    1
  • Jessie Schutz
    Zendesk team member

    Hi Gal!

    I've actually done this myself! You'll need to create two custom date range calculated metrics, one with a date rage for the current month and one for the previous month (or one month prior and two months prior, etc). Then you add both of those metrics to your report and choose the KPI visualization. If memory serves, there's a setting you'll need to enable that will display the % difference in addition to the up or down arrow, but I don't recall where it is off the top of my head. But that should get you where you need to go!

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  • Gal Zohar

    Thanks Jessie,

     

    That worked, I think.

    Now I am seeing another thing - is there a way to tell a KPI chart that "more is bad, less is good"?

    When it comes to % SLA Breached, having an increase of 5% is showing up as happy green, while it's very sad :) In this case, having a higher number this month, means we are trending in the negative direction...

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  • Jessie Schutz
    Zendesk team member

    Hey Gal!

    If I'm not mistaken, from within the query, click on the on the chart configuration icon and then click Colors. That'll give you the option to change the color arrows to whatever you need. :)

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  • Gal Zohar

    Wow - that's quite obvious, and yet I didn't think about it. Oops :)

    Thanks Jessie!

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  • Jessie Schutz
    Zendesk team member

    No problem! It can be hard to see stuff like that when you're neck deep in a new tool. :)

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  • Jason

    Hi,

    In the KPI report, is it possible to show the % that a stat may be up or down? 

    i.e. I am using this report to show the CSAT this week v. last week. It would be great to show underneath the red/green arrow the % that this is up/down

    Thank you

    Jason

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  • Chris H

    Hello Jason!

     

    You can do this by going to the paint brush on the right > selecting chart > then checking the show variation box as shown here. Let us know if that works for you!  

    Best,

    Chris

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  • Jason

    Ah that was a very easy one, thank you Chris! 

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  • Rebecca Love

    In our Support Team, our Agents have a KPI of solved tickets based on the time they have been in the role/level of knowledge (Example; 6 months + agents are expected to solve 20+ tickets a day).

    Is it possible to set this KPI based on the agent and display in a table their KPI, what they solved and the difference?

    Additionally, we also apply this to chat agent. Can you do this for chat also?

     

     

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Rebecca Love,

    I would recommend utilizing tags to accomplish this. By using tagging, you should be able to create groups as described and run your report based on your desired parameters. I've linked an article that breaks down how to implement this. 

    Reporting with tags

    Best regards. 

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