Adding fixed calculated metrics

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  • Gökhan Cicek

    How can I create a chart which compares the average weekly ticket solved by an individual agent vs. the average of the all team. This should be basically a time series chart includes two lines: individual agent solved ticket vs. average of all agents solved tickets.

  • Hannah Meier
    Zendesk Customer Care

    Hello @...,

    The best way to create an average like this is by using the ATTRIBUTE_ADD function that is part of the Explore aggregate functions EAP. 

    Here are some links about the EAP:

  • Gökhan Cicek

    This one is not available for me. I have signed up for the EAP. How long does it take to be included?

  • Devan - Community Manager
    Zendesk Community Manager

    Hello Gokhan,

    I've gone ahead and pulled this into a ticket so one of our experts can look into this for you. You should receive an email followed by a response relatively soon. 

    Best regards. 


  • Leopoldo Villasana

    Hi There! 

    We have our Organizations divided into groups in Zendesk. If we wanted to show the total number of Organizations per group shown in Queries in a fixed way (so that the number doesn't change when we select date ranges, for example), would that be possible?

  • Nicholas von Zenjob

    Hello. I am trying to create a result metric calculation which multiplies Full Resolution Time by Solved Tickets. 

    I enter the name, the formula "SUM(MED(Full resolution time (min))*SUM(COUNT(Solved tickets)", but the option to +ADD stays greyed out. I've also tried "SUM(MED(Full resolution time (min))SUM(COUNT(Solved tickets)"

    What's the proper syntax for multiplying?

  • Elaine
    Zendesk Customer Care

    Hi Leopoldo,

    I remember you reached out via a ticket previously and I was able to answer you from there. Hope I cleared this one out. Cheers! :)

  • Elaine
    Zendesk Customer Care

    Hi Nicholas,

    I think the article Using result metric calculations will better guide you regarding your concern.

    I tried to do a raw formula based on what you mentioned and this is how it looked like on my end:

    I'm not totally sure though if that's what you're trying to achieve.

    You can also check Explore functions reference which lists all available functions or syntax in Explore and how to use them. Hope I was of any help. :)

  • Nicholas von Zenjob

    Thank you! This has pointed me in the right direction. 

  • elzbieta.petryka

    Hi, I try to create "fixed calculated metric" which will be also "date range metric". 

    Scenario: I would like to track % of One-Touch tickets and compare the score to the % of One-Touch tickets for 2021:

    I would like to:


    1. The top value to change depending on the period of time I am selecting in tab filters AND

    2. The bottom value to be based on the fixed result for 2021 

    My problem now is that 1. works correctly but 2. does not. The base for Bottom value also change when filter change.

    Scenario 2: I have chosen a time filter to show the result for Today:

    1. Top result is correct.

    2. Bottom result is incorrect. Instead to compare Today result to fixed 2021 result, it change a base forr the bottom metric according to the filter. So of course there is 0% difference between Top and the bottom score.

    Is there a way to disable time filter for bottom metric?


  • Elaine
    Zendesk Customer Care

    Hi Elzbieta,

    I'll need to take a closer look into your query where you're trying to create a fixed calculated metric so I can properly provide you a resolution for the scenarios you have mentioned.

    I've gone ahead and created a ticket on your behalf. Kindly lookout for an email notification. Cheers! :)

  • Arthur

    Hi Elaine,

    Good day!

    Is it possible to use queries to create a new calculated metric?


    Query 1 + Query 2 / 2 

    2 department has merge and we are trying to get the overall performance of the business unit using the above formula.

    Thanks in advance

  • Viktor

    Hello! Maybe you can help me with the issue I faced by using the Fixed Metrics. 

    Long story short: I need to make the average amount of closed non-merged tickets by dividing the total amount of those tickets by the total amount of agents. With Agents, it is working fine giving me the total result but the issue appears with the number of tickets. Here you can see the formula I use with the Standart Calculated Metric:

    It gave the precise result so I basically copy it in the Fixed Metric, but the results there are differ: 

    The correct result if on the Standart Metric and it is 176. For some reason, it doesn`t count the "NOT Include any" part and shows me the total amount of tickets (203) in each field. Still, that should be 176 as well. 

    Can you please help me with that? 

    Just in case, how it look in the Fixed metric as well:

  • Gab Guinto
    Zendesk Customer Care
    Hi Viktor,
    Yes, it does look like INCLUDES_ANY does not work well with an advanced fixed metric formula. As a workaround, I suggest that instead of filtering tags at the metric level, you may create a standard calculated attribute (Filtering a specific tag from all metrics on a report) and apply that as filter to the whole the query with the native Tickets metric and an advanced fixed metric for ticket count. 
  • Emre Aktaş

    Hi Team,

    i want to create metric about "unsolved tickets time since update-business hrs" but i couldnt do. This metrics doesnt include business hours, and this is the screenshow what i am trying to add.

    can you help me ?



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