Explore recipe: Week over week SLA percentage change

In this Explore recipe, you'll learn how to create an Explore query to show the week over week percentage change in meeting your SLA targets.

 

What you'll need

Skill level: Advanced

Time Required: 25 minutes

• Zendesk Explore Professional
• Editor or Admin permissions (see Adding users to Explore)
• Ticket data in Zendesk Support

Creating the query

To create the query

1. In Zendesk Explore, click the query () icon.
2. In the Queries Library, click New Query.
3. Now, choose a dataset containing the SLA data you need to build the query. Select Support: Ticket SLAs. Query Builder opens.
4. Now, create Date range calculated metrics to show the percentage of SLA targets that were met in each date range. Click Calculations (), and then click Date range calculated metric.
5. Create a new date range calculated metric called SLA % achieved last week and set it up as follows:
   • Original metric: % Achieved SLA targets
   • Defined on: SLA update
   • Date range: Simple - Last week
   
6. Create a new date range calculated metric called SLA % achieved week before last and set it up as follows:
   • Original metric: % Achieved SLA targets
   • Defined on: SLA update
   • Date range: Advanced
     • From the beginning of: 2 weeks in the past
     • To the end of: 2 weeks in the past
   
7. Now, add the metrics to the query. In the Metrics panel, click Add.
8. From the list of metrics, expand Calculated metrics, click the custom metrics you created: SLA % achieved last week and SLA % achieved week before last, then click Apply.
9. Ensure the metric aggregators for the custom metrics are set to SUM. For more information, see Choosing metric aggregators.
10. Click Result manipulation (), then select Result metric calculation. 
11. In the Result metric calculation menu, click Add a new metric.
12. Add the metric below by clicking Insert to add the metrics to the formula. 

    (SUM(SLA % achieved last week)-SUM(SLA % achieved week before last))/SUM(SLA % achieved week before last)

    
13. Add the metric by clicking + Add.
14. Click Chart configuration (), then Display format. Set all metrics to display in %.
15. Click Visualization type ( ), then select Table. 

The query is complete. Check out the screenshot below as an example.