Explore recipe: Calculating estimated cost of service

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13 Comments

  • Fernando Duarte
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    How do I build the shown Dashboard?

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  • Rob Stack
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    Hi Fernando, most of the queries on that dashboard can be created in a similar way to the recipe in the article. For example, for "Cost of service by group", assuming a ticket costs you $8 to close, you could create a calculated metric containing the formula COUNT(Tickets)*(8).

    You'd use that as the metric, and Ticket group as the attribute.

    I'll add some more cost example recipes as soon as it's possible.

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  • Jon Rosenberg
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    When I try and copy and paste, or type, the SUM(Hourly rate)*SUM(Total time spent (hours)) formula, it gives me "Error at line -1 and column-1

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  • Rob Stack
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    Hi Jon, I've run through and test this. A few tips:

    1. Ensure you are using the Ticket Updates dataset

    2. The recipe required you to create three standard calculated metrics. You'll need to create all three, in order, for the recipe formula to work.

    3. Example showing it working here. If you continue to have problems, please let us know and I'll open a ticket to investigate.

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  • Jon Rosenberg
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    Thanks Rob, still not working for me. I have followed this to a T. I JUST installed the time tracking App, so perhaps it needs to log some information before this can work. 

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  • Rob Stack
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    Thanks for responding Jon, that could be it. I know from my own testing that it takes a while to filter through and the Total time spent (sec) metric won't exist in Explore until that happens. Please do let me know if it continues to fail and I'll help get a ticket opened :-)

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  • Jeremy Heath
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    @Jon i think there is too many brackets on the example remove the last one

     

    @Rob Im still new to this stuff, ive created the calculations.

    How do i put them together to make a report with it?

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  • Jon Rosenberg
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    Yeah, I'm getting either an error message, or a wildly inaccurate calculation. 

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  • Rob Stack
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    @Jeremy I've added a new section to the end of the article that explains how to use the calculation in a report. I hope this helps.

     

     

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  • Rob Stack
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    @Jon, I'm not sure why your report is failing. I'm going to open a ticket about this so someone can investigate the problem with you. I'll make any necessary doc updates based on their findings.

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  • Francesco Mantovani
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    @Rob I'm facing a very buggy behaviour following your instructions. If I copy/paste your query: 

    SUM(Hourly rate)*SUM(Total time spent (hours))

    I receive this error: "There's an issue with the formula. Check your calculation syntax and try again."

    But there are 3 open brackets and 3 close brackets so there should be no problem. 

    And if I remove one of them it says is fine:

    And it shouldn't because there are now 3 open brackets and just 2 close brackets.

     

     

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  • Rob Stack
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    Hi Francesco Mantovani

    This article was revised a while back to use a different formula. The formula now used is 

    VALUE(Total time spent (sec))/3600*(your hourly rate)

    Could you try that and see if it works? Bear in mind that you must be using the time tracking app, and the app must have collected data for this to work. Hope this helps!

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  • Devan
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    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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