In Explore you can perform calculations on your results using one or both of the following methods:
- Result manipulations: Perform calculations on metrics and attributes you've already added to a query to change the results.
- Calculated metrics and attributes: Create entirely new metrics and attributes based on the built in metrics and attributes, formulas, and values.
This article contains the following topics:
Result manipulations
You use the Result manipulation menu (
) to create simple calculations based on metrics or attributes you've already added to a query. Result manipulations are processed after your query runs. Examples of a result manipulation include calculating percentage differences, sorting or totaling your results, forecasting, and more.
Below are the available results manipulations:
- Sort results
- Totals
- Top/bottom filter
- Metric filter
- Result path calculation
- Result metric calculation
- Hide part of your result
- Forecast
- Order of result manipulations
Calculated metrics and attributes
You create custom calculated metrics and attributes in the Calculations menu (
). Calculated metrics and attributes are applied before your results are processed.
Below are the available calculated metrics and attributes:
Metrics
- Standard calculated metric
- Date range calculated metric
- Time comparison calculated metric
- Fixed calculated metric
10 Comments
If I have a custom organization field, say "NPS", can I create a calculated metric to pull the Ticket tags by "NPS"?
I don't see how to bucket tickets by organization values (specifically numerical numbers).
Hello Kevin Silberblatt,
I would recommend signing for our Tag reporting enhancements Explore EAP. With this EAP, you can now report on tickets, articles, calls, or anything that uses tags based on the presence or absence of specific tags. We’re enabling this by introducing a new analytics function, INCLUDES, which you can use in your calculated metrics and attributes. See below for some examples of how you can use the new function.
EAP Sign up
Best regards.
On Wednesday, April 8, from 8:00am-10:00pm CDT, we'll have a special guest team of experts on hand to answer your questions about Explore: Reporting & Insights Migration in your Zendesk Explore instance for an AMA-style conversation!
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Rob what would be the calculation or place to create this formula?
I have new ticket created for today and now would like to add this "To Yesterday" up down percentage...
Hi James Phipps I'm investigating this one and will get back with an answer as soon as I can :-)
Hi James Phipps, apologies for the delay replying. I looked into this and figured that it would make a great Explore recipe so I put that together earlier. You can see it at https://support.zendesk.com/hc/en-us/articles/360045971794
It's not 100% what you asked for, but you might be able to add extra text as a label if you add this query to a dashboard. I hope this helps and thanks for asking the question :-)
Hello,
I'm stuck. I'm trying to see the count of tickets by category each quarter in a line graph stacked. So you can clearly see a decline or increase from one quarter to the next based on category. Any help is appreciated.
Hi Kristal Offutt -
Let's see if we can get you unstuck! I believe what you'll want to do create a query from the support data set, wherein your metric will be Count(Tickets), your columns will be Ticket Created - Quarter (add a second condition or a filter for ticket created year to prevent data from previous years skewing your data), and for your row you'd want whatever field your categories live in. From there, you'll want to choose the chart type column and check the box for 'stacked' under the chart submenu of the chart configuration (paint brush).
The result should look something like this:
Let me know if this gets you where you need to go!
Brandon
HI Brandon Tidd Sort of. We had this type of graph in Insights and for the life of me I can't get this sort of view. Even better yet would be seeing not just volume but the % based on total ticket count for that quarter.
You should be able to change the chart type to line and produce something similar:
Regarding the volume %, this article has more information on comparison metrics.
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