Standard calculated metrics in Explore are dynamic. They can recalculate based on the attributes used, date periods specified, and filters applied (see Standard calculated metrics). However, if you are comparing across categories or benchmarking, you might want the calculation to remain constant. To achieve this, you can use fixed calculated metrics.
Creating fixed calculated metrics
At the most simple level fixed calculated metrics can be used to produce unchanging metric results. For an example of a more complex use, see Creating a constant average using fixed calculated metrics.
Advanced fixed calculated metrics enable you to construct a formula in the same way as a standard calculated metric (see Standard calculated metrics and attributes). Simple metrics do not require you to enter any formulas, but the range of metrics from which you can choose are more limited.
This topic contains the following sections:
Creating a simple fixed calculated metric
In this example, you'll create a simple fixed metric containing tickets that were reopened, that contain the tag 1st_floor.
To create a simple fixed calculated metrics
- In Query Builder, open the calculations menu ().
- Select Fixed calculated metric.
- Enter a name for the metric, in this example, Tickets reopened with 1st_floor tag.
- Select the Simple option for creating the metric.
- From the Will always return the value of this metric drop-down list, select Reopens.
- Choose the computing options you want to apply. There are two available:
- Compute according to the filters in the query restricts results to your applied filters. If you do not select this, the fixed calculated metric will not be affected by your result manipulations.
- Restricted for the values of an attribute restricts results to a specific attribute's values. If you do not select this, the fixed metric will not be divided by any attribute.
- When you are finished, click Save.
Creating an advanced fixed calculated metric
In this example, you'll create an advanced message that uses a formula to display only the tickets tagged support.
To create an advanced calculated metric
- In Query Builder, open the calculations menu ().
- Select Fixed calculated metric.
- Enter a name for the metric, in this example, Tickets with support tag.
- In the formula window, enter [Ticket tags]="Support".
- When you are finished, click Save.
Creating a constant average using fixed calculated metrics
Creating your fixed calculated metrics
You will need to create two fixed calculated metrics to use in your average calculation. The first calculated metric will return a fixed number of replies and the second will return the fixed number of month values.
To create a fixed replies calculation
- In the calculations menu (), click Fixed calculated metric.
- On the Fixed calculated metric page, enter a name for your metric, for example, Fixed agent replies.
- Select the metric you want in your fixed average from the Will always return the value of this metric drop-down list. This example uses the Agent replies metric.
- Click Save.
To create your fixed number of months metric
- In the calculations menu (), click Fixed calculated metric.
- On the Fixed calculated metric page, click Advanced.
- On the Advanced fixed metric page, enter the name for your second fixed metric, for example Fixed month.
- In the Formula box enter DCOUNT_VALUES([Ticket created - Month]).
- Click Save.
Creating your standard calculated metric
After you have created your fixed calculated metric, you can create your average metric. This example uses a standard calculated metric.
To create your constant average comparison
- In the calculations menu (), click Standard calculated metric.
- On the Standard calculated metric page, enter a name for your average. This example uses Monthly average agent replies.
- In the formula field, type the following formula (replace the example metrics here with your own metrics):
SUM(Fixed agent replies)/SUM(Fixed month)
Your metric should look like the following example:
- Click Save.
- Add your standard calculated metric to your report as a trend line (see Adding metrics as trend lines).
You will now be able to see how your monthly replies compare against the average. Your report should resemble the image below:
2 Comments
Hi!
I do not have the "# Tickets" metric available in the "Will always return the value of this metric" dropdown in "Fixed Calculated Metric"...!
Was it a custom metric you created prior to this guide? If so, what are this metric's parameters?
Thanks in advance!
Hi Philippe, thanks for pointing this out. You are correct that this metric is not available with a simple fixed metric. I've therefore added a new procedure for how to do this with an advanced fixed metric. Additionally, I've made further updates to the article for the latest Explore attribute names. I hope this helps and thank you again!
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