In this Explore recipe, you'll learn how to create a report that shows the number of chat engagements your agents are having per week, year over year.
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)
- Ticket data in Zendesk Support
Creating the report
To create the report
- In Zendesk 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.
- Now, create Date range calculated metrics to count the number chats per year. Click Calculations (
), and then click Date range calculated metric.
- You'll need to create two metrics, each one is listed below with a screenshot for reference. Note that you will need to scroll down on the Simple tab to see the yearly filtering options
Chats last year
- Original metric: Chats
- Defined on: Engagement
- Date range: Simple - last year
Chats this year
- Original metric: Chats
- Defined on: Engagement
- Date range: Simple - this year
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.
- From the list of metrics, expand Calculated metrics, click the custom metrics you created, Chats last year and Chats this year, then click Apply.
- Ensure the metric aggregators for your custom metrics are set to COUNT. For more information, see Choosing metric aggregators.
- In the Columns panel, click Add.
- In the attributes list expand Time - Engagement started, click Engagement - Week of year, then click Apply.
- Click Visualization type (
), then select Line.
The report is finished. See the screenshot below as an example.