This recipe shows you how to combine zero agent replies into the one agent reply bracket when using the Agent replies brackets attribute.
What you'll need
Skill level: Moderate
Time Required: 10 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
How to create the report in Explore
- Open a query that uses the Agent replies brackets attribute, for example, Explore Recipe: Percentage satisfaction score based on agent replies.
- In query builder, click the calculations icon (
) on the right sidebar and click Standard calculated attribute.
-
On the Standard calculated attribute page, enter a Name for the attribute (for example LB Agent replies brackets), and then enter the following formula:
IF(VALUE(Agent replies)=0)
THEN "1"
ELIF (VALUE(Agent replies)=1)
THEN "1"
ELIF (VALUE(Agent replies)=2)
THEN "2"
ELIF (VALUE(Agent replies)>2 AND VALUE(Agent replies)<=5)
THEN "3-5"
ELIF (VALUE(Agent replies)>5)
THEN ">5"
ELSE "0"
ENDIFTip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language. - Click Save.
- In the Columns panel, click Add.
- From the list of attributes, choose the custom attribute you created LB Agent replies brackets.
You will no longer see a bracket for 0 replies because it is merged within the 1 reply bracket:
3 Comments
The formula above seems to be invalid. You can use IF only at the beginning. The second function must start with ELIF.
Thanks, Hannes. We've flagged this article for review per your comment.
Also, I see that this is your first post. Welcome to the Zendesk Community!
Thanks Hannes! This is now fixed.
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