Adding fixed calculated metrics

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17 Comments

  • Brett Bowser
    Zendesk Community Team

    Hey Jody,

    I'm going to create a ticket on your behalf so we can take a look at some examples with you.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Rob Stack
    Zendesk Documentation Team

    Hi Duggan Everage, I believe that does show all existing data. Could you restrict that to the time period you want by using adding a date filter in the Filters panel perhaps based on the date the ticket was created?

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  • Gökhan Cicek

    This one is not available for me. I have signed up for the EAP. How long does it take to be included?

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  • Duggan Everage

    Hi Rob Stack,

    If I were to do that, would the fixed metric still be calculating over the entire time period while just showing in the filtered period? For example in the above, if you were to filter it to last 6 months, would the fixed still calculate as 30, or just the average of the filtered dates? I keep getting errors when I try to create it.

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  • Rob Stack
    Zendesk Documentation Team

    Hi Peter, thanks for the comment. Duggan's ticket is still in progress so I've added your comment as a new ticket also to push forward getting this investigated. You should hear from someone soon. Thanks, and sorry for any inconvenience. 

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  • Devan - Community Manager
    Zendesk Community Team

    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!

    Just click the "new post" button and write up your question. Be sure to be as detailed as possible. The best questions include: 

    • What it is you're trying to do
    • What you've tried so far 
    • Any other context or relevant information
    • Screenshots, if you have them

    Questions posted to this topic in advance of the start time will be answered first thing on the 8th, so if you've got something you want our experts to look at, post it today!

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  • Jody Bevenger

    We use a custom field called FCR (First Contact Resolution) in our tickets. This is a check box field that we check whenever a ticket is solved by a live call.

    I need to track the % of tickets that have this field checked. I have tried to create a calculated metric called %FCR but am unable to get it to work. The calculation would be SUM(FCR = TRUE) / COUNT(Tickets) but when I try this for a calculated metric, it returns a value of 1.

    What is the correct way to set this up as a Metric? For insights it was SELECT FCR True / (FCR False + FCR True)

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  • Jody Bevenger

    For some reason when I do that, the data does not match what I have in insights and is missing information. The only way that I have been able to make it work is by using a Standard calculated metric (FCR = True) IF ([FCR] = True) THEN COUNT(Tickets) END IF

    I create a chart using COUNT(Tickets) and SUM(FCR = TRUE) as metrics. Then a perform a result metric calculation SUM(FCR=true)/COUNT(Tickets). This provides accurate results but prevents me from using colors.

    Any other ideas on how I can set this up as a Calculated metric rather than a result calculation?

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  • Duggan Everage

    Hi Rob,

    In the directions above, does the year of data that is shown comprise all of the existing data? Is it possible to show a fixed metric based on a longer time period (say 3 years' worth of data), but only show the last 12 individual months as above?

    Thanks!

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Gokhan,

    I've gone ahead and pulled this into a ticket so one of our experts can look into this for you. You should receive an email followed by a response relatively soon. 

    Best regards. 

     

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  • Gökhan Cicek

    How can I create a chart which compares the average weekly ticket solved by an individual agent vs. the average of the all team. This should be basically a time series chart includes two lines: individual agent solved ticket vs. average of all agents solved tickets.

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  • Rob Stack
    Zendesk Documentation Team

    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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  • Hannah Meier
    Zendesk team member

    Hello Gökhan Cicek,

    The best way to create an average like this is by using the ATTRIBUTE_ADD function that is part of the Explore aggregate functions EAP. 

    Here are some links about the EAP:

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Jody Bevenger,

    I would try creating a standard calculated metric with the formula IF ([First Contact Resolution]="True") THEN [Ticket ID] ENDIF Name it "FCR" (or whatever). That gives you a count of tickets with the check field box checked. Then create a second calculated metric with the formula COUNT(FCR)/COUNT(Tickets). Let us know if that works on your end and if not we'll be happy to troubleshoot it w/ you. 

    Best regards. 

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  • Philippe Perreault-Gendron

    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!

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  • Peter Mac

    Hello, Rob Stack,

    so is there any solution to what Duggan Everage is trying to achieve? Whatever I do, the fixed metric gets calculated from all historical data. How to get fixed metric calculation on a specific date/time range? No method we have tried works so far. Is there any workaround or Explore feature?

    Rob, this indeed is a crucual feature. Without it, the use of fixed metric in real world analytics makes the fixed metric very limiting in use or even absolutely not applicable. 

    Thank you for pushing this forward with Explore product team.

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  • Rob Stack
    Zendesk Documentation Team

    Hi Duggan Everage, I wasn't 100% sure of the answer to that, so I've created a ticket from your request. That way, someone from support can work with you to get the correct answer. I'll update the docs accordingly. Thanks!

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