Explore recipe: Time over time percentage change for a custom dropdown ticket field

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15 Comments

  • Richard Almeida

    Thanks Katie ! You save my day 😄

    1
  • Coco Freling

    This is great, however, Last Month captures the full previous month whereas This Month stops at the current date (for obvious reasons). This means this is not a direct comparison (ex. 31 days compared to say, 15 days). How can I filter Last Month to show just the first 15 days of the month so that the results of Tickets Created This Month vs Tickets Created Last Month comes from a more comparable time frame?

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Coco Freling,

    I would create a time calculated metric to accomplish this report. It should allow you to make the comparison as you described and I've linked below an article that goes into detail on this topic. 

    Adding time and date calculated metrics

    Best regards. 

    0
  • Ryan Boyer

    How would I create a custom metric of measuring the % change in Agent Engagement (Guide dataset - Knowledge Capture) of month over month and year over year?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Ryan,

    It looks like you haven't received a response on this post. Were you able to get the metric set up that you were looking for?

    0
  • Ryan Boyer

    Thanks for the follow-up, Brett Bowser! No, I wasn't able to get this set up. To be honest, I'm rather new to the Explore product, so there may be a better way of getting this information than creating a standard calculated metric. I'm just not sure if there's an easy way to put together a query or a way to display percentage change of a metric over time. Any help would be appreciated! Thanks.

    0
  • Taylor Bowser
    Zendesk Customer Advocate

    Hey Ryan, 

    I will follow up in our ticket so we can troubleshoot this custom metric!


    Best, 

    0
  • Jon Coon

    You all need to fix the screenshot on action item 11 as it doesn't match the query in action item 10 and can be confusing as it would give you a different result.

    0
  • Nicole S.
    Zendesk Community Team

    Thanks for mentioning this, Jon. We've flagged it for our documentation team to correct!

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Jon Coon, thanks so much for pointing this out! I've now corrected the screenshot above. Thanks again!

    0
  • pstrauss

    So how would I calculate the percentage for each row in a table based on the sum of the overall table. For instance, I have a report that shows the SUM of tickets by each Inquiry Type (custom field), along with a grand total at the bottom.

    So how would I add a percentage or each row relative to the total to another column in the report?

    0
  • Taylor Bowser
    Zendesk Customer Advocate

    Hi pstrauss, 

    You can duplicate the default COUNT(Tickets) metric and add it to your report. Then you can go to result manipulation>>result path calculation and select Pattern = % of total on rows for the duplicate metric as shown below:

    Hope this helps!

    1
  • pstrauss

    Ahh, thanks, Taylor. That's helpful!

    0
  • Louise
    Community Moderator

    Hi!

    I followed this recipe and, unfortunately, I found an error!
    When there's nothing to count (eg. no tickets created last month), it won't return with '0' or NULL, and the calculations will be wrong or empty.

    Try to look at this:

    Have anyone encountered this issue and solved it?

     

    Thanks! :-)

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Louise, thanks for the question. I've opened a ticket on your behalf so we can investigate what's going on. I'll them make any necessary updates to the article. You should hear from someone soon. Thanks!

    0

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