In this Explore recipe, you'll learn how to create a report that reports the percentage of chats with a first reply time of under 30 seconds.
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)
- A subscription to Zendesk Chat
Creating the report
To create the report
- In Explore, click the reports (
) icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Chat > Chat - Engagement, then click Start report. The report builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, choose Chats > Chats, then click Apply.
- Now, you'll create a custom Standard calculated metric to calculate the number of chats that were first responded to in under 30 seconds. From the Calculations (
) menu, click Standard calculated metric.
- On the Standard calculated metric page, enter or paste the the metric below into the Formula field:
IF (VALUE(Engagement first reply time (sec)) <=30)
THEN [Chat ID]
ENDIF - Name the metric, Chats first replied in under 30 secs, then click Save. It will look like the screenshot below:
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.
- Add the new metric from the Calculated metrics list. Ensure the metric aggregator is set to D_COUNT. For more information, see Choosing metric aggregators.
- Now, add the percentage detail using a Result metric calculation. From the Result manipulation (
) menu, click Result metric calculation.
- On the Result metric calculation page, click Add a new metric.
- In the name field, enter the name of your metric.
- Enter the formula below. You must select your metrics and functions from the drop-down next to Insert.
D_COUNT(Chats first replied in under 30 secs)/D_COUNT(Chats)
- When you are finished, click + Add to add the calculation.
- The final step is to edit the report to show the new calculation in a percentage format. From the Chart configuration (
) menu, click Display format.
- On the Display format page, change the calculation metric to display in %.
The report is now complete. See the screenshot below for an example.
You can use date attributes in this report if you would like to filter the results by a specific date range. Check out Editing dates and date ranges for more information.
5 comments
David McDaid
Hi there,
Firstly, thanks very much for the great recipe.
Like others, I was looking for a recipe that showed just the percentage value by itself, but I'm getting the same error message Logan was getting
The set of calculations isn’t valid. The calculated measure "SUM(chatsfirstrepliedinunder30seconds-de069ccd00)" references "Chats first replied in under 30 secs" which is as an unknown metric. Adjust the calculation and try again. (Error code: 3a4985d9)
Is anyone able to provide some further insight as to what was causing this?
Thanks
David
0
Brett Bowser
Hey David,
It looks like you haven't received a response on this post. Can you confirm you're using the Chat dataset when setting up this metric?
If that's not the case, could you provide a screenshot of the metric you've created so we can take a look?
Thanks in advance!
0
David McDaid
Hi Brett,
Thanks for reaching out.
I can confirm that I am using the Chat dataset. Do you still need a screenshot of the metric I've created?
Kind regards
David
0
Julie Mathevet
Hello David,
I'll be creating a ticket on your behalf so we can dive into this issue further, you can expect an email notification shortly. Feel free to attach the screenshot in reply to this email.
Thank you!
Julie | Technical Support Engineer
0
Kaushik Chowdhary
Hi, I have tried this but I only get Q3 and Q4 data. I am not able to pull up any data before this time.
0