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 Explore, open a new query using the
**Support: Tickets dataset**. - 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.

**1st_floor**, so the**Reopens**metric is restricted to the**1st_floor**tag. The metric should look something like the following example: - When you are finished, click
**Save**.

### Creating an advanced fixed calculated metric

In this example, you'll create an advanced metric that uses a formula to display only the tickets tagged support.

**To create an advanced calculated metric**

- In Explore, open a new query using the
**Support: Tickets dataset**. - 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
**If ([Ticket tags]="support") THEN [Ticket ID] ENDIF"**. - 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 Explore, open a new query using the
**Support: Tickets dataset**. - In the calculations menu (), click
**Fixed calculated metric**. - On the
**Fixed calculated metric**panel, 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 Explore, open a new query using the
**Support: Tickets dataset**. - In the calculations menu (), click
**Fixed calculated metric**. - On the
**Fixed calculated metric**panel, click**Advanced**. - On the
**Advanced fixed metric**panel, 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 Explore, open a new query using the
**Support: Tickets dataset**. - In the calculations menu (), click
**Standard calculated metric**. - On the
**Standard calculated metric**panel, 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:

## 24 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!

On

Wednesday, April 8, from 8:00am-10:00pm CDT, we'll have a special guest team of expertson hand to answer your questions aboutExplore: Reporting & Insights Migrationin yourZendesk Exploreinstance 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: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!

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!

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?

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.

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!

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.

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.

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)

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.

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?

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!

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.

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:

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

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.

Hi There!

We have our Organizations divided into groups in Zendesk. If we wanted to show the total number of Organizations per group shown in Queries in a fixed way (so that the number doesn't change when we select date ranges, for example), would that be possible?

Hello. I am trying to create a result metric calculation which multiplies Full Resolution Time by Solved Tickets.

I enter the name, the formula "SUM(MED(Full resolution time (min))*SUM(COUNT(Solved tickets)", but the option to +ADD stays greyed out. I've also tried "SUM(MED(Full resolution time (min))SUM(COUNT(Solved tickets)"

What's the proper syntax for multiplying?

Hi Leopoldo,

I remember you reached out via a ticket previously and I was able to answer you from there. Hope I cleared this one out. Cheers! :)

Hi Nicholas,

I think the article Using result metric calculations will better guide you regarding your concern.

I tried to do a raw formula based on what you mentioned and this is how it looked like on my end:

I'm not totally sure though if that's what you're trying to achieve.

You can also check Explore functions reference which lists all available functions or syntax in Explore and how to use them. Hope I was of any help. :)

Thank you! This has pointed me in the right direction.

Hi, I try to create "fixed calculated metric" which will be also "date range metric".

Scenario: I would like to track % of One-Touch tickets and compare the score to the % of One-Touch tickets for 2021:

I would like to:

1. The top value to change depending on the period of time I am selecting in tab filters AND

2. The bottom value to be based on the fixed result for 2021

My problem now is that 1. works correctly but 2. does not. The base for Bottom value also change when filter change.

Scenario 2: I have chosen a time filter to show the result for Today:

1. Top result is correct.

2. Bottom result is incorrect. Instead to compare Today result to fixed 2021 result, it change a base forr the bottom metric according to the filter. So of course there is 0% difference between Top and the bottom score.

Is there a way to disable time filter for bottom metric?

Hi Elzbieta,

I'll need to take a closer look into your query where you're trying to create a fixed calculated metric so I can properly provide you a resolution for the scenarios you have mentioned.

I've gone ahead and created a ticket on your behalf. Kindly lookout for an email notification. Cheers! :)

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