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Explore recipe: Displaying tickets answered within different time brackets

Andrew Forbes
  • Edited

Explore Professional only

This Explore recipe shows the percentage of tickets being replied to in different time brackets, for example, tickets replied to within one hour. You can then use this to compare different groups and other attributes.

What you'll need

Skill level: Easy

Time Required: 15 minutes

How to create the report in Explore

  1. In Explore, click the query () icon.
  2. In the Queries library, click New query.
  3. On the Choose a dataset page, click Support > Tickets > Support: Tickets, then click New query. Query builder opens.
  4. In the Metrics panel, click Add.
  5. From the list of metrics, choose Tickets > Tickets, then click Apply.
  6. In the Rows panel, click Add.
  7. From the list of attributes, choose Brackets > First reply time brackets, then click Apply.

  8. In the Filters panel, click Add.
  9. From the list of attributes, choose Time - Ticket created > Ticket created - Year, then click Apply.
  10. In the Filters panel, click the Ticket Created - Year filter you just added.
  11. On the filter's page, click Edit date ranges to restrict the period for which you are seeing results, for example for the year to date - This year.

  12. To show your results as a chart instead of a table, move First reply time brackets to the Columns panel. Then in the visualization menu, choose the chart type you want. A Bar or Column chart looks great with this kind of query.

  13. In the result manipulation menu, go to the Result path calculation options, and choose the Pattern % of total, and the Path On columns. Click Apply.

Now you can configure your chart using the chart configuration menu - for example you can show the result labels using displayed values; change the color; add gridlines; change the names of the axes, and many other things.

Have more questions? Submit a request

9 Comments

Sort by Date Votes
  • Mengxin
    Comment actions Permalink

    Hi there,

    I'm trying to create the same bracket for calls and there's an error message on my query, whereas i've basically copy pasted "first reply time brackets". 

    Here's the first reply time brackets query:

    IF (VALUE(First reply time (min)) <= 60) 
    THEN "0-1 hrs" 
    ELIF (VALUE(First reply time (min))>60 AND VALUE(First reply time (min)) <= 60*8) 
    THEN "1-8 hrs" 
    ELIF (VALUE(First reply time (min))>60*8 AND VALUE(First reply time (min)) <= 60*24) 
    THEN "8-24 hrs" 
    ELIF (VALUE(First reply time (min)) > 60*24) 
    THEN ">24 hrs" 
    ELSE "No Replies" 
    ENDIF

    And here's my query: 

    and the error message indicates that line 1 is not correct. 

    IF (VALUE(Call wait time (sec)) <= 10)
    THEN "0-10 sec" 
    ELIF (VALUE(Call wait time (sec)) > 10 AND (VALUE(Call wait time (sec)) <= 30)
    THEN "10-30 sec"
    ELIF (VALUE(Call wait time (sec)) > 30 AND (VALUE(Call wait time (sec)) <= 60)
    THEN "30-60 sec"
    ELIF (VALUE(Call wait time (sec)) > 60
    THEN ">1 min"
    ELSE "Missed" 
    ENDIF
    0
  • Ricardo
    Comment actions Permalink

    Hello, Mengxin,

    It looks like we have an open ticket with you regarding that. I will follow up there. Thank you!

    0
  • Mengxin
    Comment actions Permalink

    Hello Ricardo,

     

    I dont see any open tickets, could you confirm? 

    0
  • Ricardo
    Comment actions Permalink

    I have just sent you an email from that ticket. Hope it helps.

    0
  • Katie Saddlemire
    Comment actions Permalink

    Is it possible to create a version of this that is within business hours? 

     

    Thanks! 

    1
  • Joe Beaudoin
    Comment actions Permalink

    Hi Katie,

    Thanks for your question!

    Yes, it's possible. The recipe calls for the Tickets metric and the First Reply Time Brackets attribute, but you will need to leverage the First Reply Time Business Hours (min) metric in a custom calculated attribute to get what you're asking for.

    Take a look at the following screenshot:

    Notice how the First Reply Time Brackets attribute has a syntax that references VALUE(first reply time (min)) -- you will need to build your calculated attribute in a similar fashion but reference VALUE(first reply time business hours (min)) instead. Any adjustments to the bracket ranges would be up to your discretion based on how you want the data to display.

    I hope that helps!

    0
  • Christopher C.
    Comment actions Permalink

    Hello,

    How can you stack the result on top of each other and list them per day for the last 8 days?

    For example:

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Christopher,

    We have some documentation available that goes over setting up stacked bar charts here: Using stacked charts to display results

    You can then add your date filter for the last 8 days.

    Hope this helps!

    0
  • Devan
    Comment actions Permalink


    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!

    0

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