Explore recipe: Calculating estimated cost of service

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12 Comments

  • Sarah Pham

    Hi, if i dont have the time tracker app and still use this recipe what exactly will the report show?

    0
  • Taylor Bowser
    Zendesk Customer Care

    Hi Sarah, 

    This recipe will only work if you're using the Time Tracking App as the formulas pull data from the custom fields that are populated by the app. 

    The Zendesk Time Tracking app must be installed, and must have collected data

    Note: The time tracking app stores data in custom numeric fields that are synchronized with Explore. If you have installed the Time Tracking app recently, the data required to build necessary calculated metrics might not yet be synced with Explore. This sync occurs once an hour.
     
    Best, 
    -1
  • Sarah Pham

    Thanks Taylor, i have created the query as per above without knowing the time tracking app is required. It still gives me output, are you able to advise what data I am looking at?

    0
  • Taylor Bowser
    Zendesk Customer Care

    Hi @...

    I'm going to open a ticket on your behalf so we can take a closer look at the report you've set up. 

    Best, 

    -1
  • Enrick Neil (NRCK)

    In the Metrics - should I use Average? AVG? 

    0
  • Marco
    Zendesk Customer Care
    Hi Enrick, that's a good question. Based on the formula being straightforward, I would suggest using SUM which is what it would default to. Cheers! 
    -1
  • Enrick Neil (NRCK)

    I don't think SUM is correct. Using this formula and using SUM in Metrics gives 3 digit number results per agent. 

    This formula computes the cost per ticket right? based on their hourly cost. 

    Do we use AVG?

    1
  • Marco
    Zendesk Customer Care
    Thanks for replying, Enrick. I think you're right. I was thinking that since the formula already had "/3600*(your hourly rate)" then using SUM would be enough, but it might result to adding the Total Time spent altogether. So yes, you will be using AVG. Thanks for the catch! 
    -1
  • Joel Selwood

    I have several hourly rates to factor in, based on multiple regional hubs that carry differing agent populations, therefore differing weightings. Can this be accommodated somehow? 

    0
  • Dave Dyson
    Hi Joel, 
     
    I think you might be able to adapt this for your needs if you keep track of the applicable regional hub in a custom ticket field. If you do, then you should be able to use an IF THEN ELSE or a CASE statement in your standard metric formula (e.g., if the ticket custom field is Region X, then calculated the formula using that region's weighting, or if the ticket is attributed to Region Y, then use a different formula). For more information, see Using the IF THEN ELSE function and Adding multiple conditional expressions with SWITCH.
    0
  • rateelectricalteam

    Before I delve into implementing this metric for our reporting, I wanted to seek some clarification. Our team is currently on the Explore Professional plan, and I noticed that the recipe mentions compatibility with Suite Professional, Enterprise, and Enterprise Plus, but only Explore Professional. Could you confirm if Explore Professional is sufficient for executing the steps outlined in your recipe?

    Additionally, if there are any specific considerations or best practices you'd recommend for users on Explore Professional, I'd greatly appreciate your insights.

    Thank you once again for sharing this valuable resource, and I look forward to hearing from you soon.

    0
  • Elaine
    Zendesk Customer Care
    Hi rateelectricalteam,
     
    I appreciate your interest in implementing the estimated cost of service calculation using Zendesk and the Explore recipe we shared. Regarding your inquiry about the compatibility of the Explore Professional plan with the provided recipe, I'd like to assure you that Explore Professional is indeed suitable for executing the steps outlined in the recipe.
     
    Should you have any further questions or require clarification on specific points, please don't hesitate to reach out.
     
    Thank you for your enthusiasm, and I look forward to assisting you further.
    0

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