Explore recipe: Percentage of chats answered within 30 seconds

Have more questions? Submit a request


  • Fiona

    This is great! Thanks for sharing. Is there a way to only show the final metric (% Chats replied to under 30 seconds) in a visualisation. I tried playing around with it but can't find how to hide the other data and have the calculated metric still work. 



  • Jessica Blake

    Hi Fiona,

    Thanks for the question, glad you liked the recipe. :)

    If you would like to show the percentage value on its own, you can create another Standard calculated metric rather than using the Result metric calculation option.

    1. Open a new query in the Chat dataset, and then click Calculations and then Standard calculated metric. Copy the metric below and paste it into the metric editor assuming you named your metrics in the same way I did above. It will look like the screenshot below:

    D_COUNT(Chats first replied in under 30 secs)/D_COUNT(Chats)

    2. Then add the new % metric from Calculated metrics in the Metrics panel.

    3. The last step is to click Chart Configuration, then Display format. Set the new metric to %.

    Then your query should show only the percentage of chats first replied to in under 30 seconds.

  • Fiona

    Thank you, Jessica! This is perfect :)


Please sign in to leave a comment.

Powered by Zendesk