In this Explore recipe, you'll learn how to create a report that helps report on your agents' adherence to due dates on average at a group level.
What you'll need
Skill level: Moderate
Time Required: 20 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
Creating the report
To create the report
- In Zendesk Explore, click the reports (
) icon. - In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
- Now, create a Standard calculated metric to show the number of days before or after a due date that a ticket was solved. Click Calculations (
), and then Standard calculated metric.
- On the Standard calculated metric page, copy the formula below and paste it into the metric editor. Add a title for the metric like Due Date Delivery. It will look like the screenshot below:
DATE_DIFF([Ticket solved - Timestamp],[Ticket due - Timestamp],"nb_of_days")
Tip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language. - In the Metrics panel, click Add.
- From the list of metrics, choose Calculated metrics > Due Date Delivery, then click Apply.
- Ensure the metric aggregator for Due Date Delivery is set to AVG. For more information, see Choosing metric aggregators.
- In the Rows panel, click Add.
- From the list of attributes, choose Ticket > Ticket group, then click Apply.
- Click Chart configuration (
), then Display format. Change AVG(Due Date Delivery) to Advanced. Then copy the formatting below and replace the text in the Display format editor.
IF (AVG(Due Date Delivery) < 0) THEN
{
"backgroundColor": "",
"precision": 0,
"scale": 1,
"prefix": "",
"decimalSeparator": ".",
"italic": FALSE,
"bold": FALSE,
"suffix": "",
"fontColor": "#228B22",
"thousandsSeparator": " "
}
ELIF (AVG(Due Date Delivery) > 1) THEN
{
"fontColor": "#ff0000"
}
ELSE
{
"fontColor": "#000000"
}
ENDIF
This will change the color of the values based on whether your agents are solving a ticket ahead of the due date, or exceeding the due date.
The report is complete! See the screenshot below as an example.