Explore recipe: Tickets by agent by channel

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  • Mark Fly

    It would help considerably if you could see the pictures. They are so small and unreadable

  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi Mark Fly, sorry about that! I've updated the article so that the images are larger. Hopefully that helps!

  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi @..., if the full report results are too hard to read in a single report, you can use a filter to restrict the report results by date or by a certain attribute (like Ticket group, Ticket organization, or whatever else makes sense for your data). That should make the report more manageable. 

  • Emily Sia

    Hello, is there a way to add a custom display metric where the results for specific tickets channels are combined? Say I just want to see Web (but combined results of mobile SDK, API, etc.)and Chat.

  • Christopher Stock
    Community Moderator

    Hi Emily Sia, you could create an attribute 'Group' to combine the channels into buckets that make sense to you.

    You can find steps on how to do that here - https://support.zendesk.com/hc/en-us/articles/4408836227866-Organizing-values-by-groups-and-sets

    You access the Group options from the Calculations menu:

  • Lara Cox

    How can I manipulate the results to show a percentage solved by Agent and Channel out of total solved in channel for the time frame? 

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Lara,

    You can use Result manipulation menu (), and then select Result path calculation.
    1. On the Result path calculation panel, all metrics currently added to the Metrics panel are displayed.
    2. From the Pattern drop-down list for the metric you want to recalculate, choose a pattern for the calculation. In your case you will need to select:

      Pattern: % of Total
      Path: On Specific attribute
      Attribute: Ticket channel

    3. Click the chart configuration () icon, then click Chart.
    4. On the Chart page, enable the Stacked, Stacked : Percentage and Stacked: Show total values setting.

    5. And the result will show as:

    I hope that helps!

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