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.
- 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 [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 Explore, open a new query using the Support: Tickets dataset.
- 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 Explore, open a new query using the Support: Tickets dataset.
- 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 Explore, open a new query using the Support: Tickets dataset.
- 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:
16 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 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:
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?
Please sign in to leave a comment.