Explore recipe: First reply time heatmap

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  • Raul


    In Insights I was able to filter the tickets for which the FRT is calculated as per https://support.zendesk.com/hc/en-us/articles/203664306-Insights-tag-reporting-Reporting-on-tickets-with-one-or-more-tags-Professional-and-Enterprise-

    I couldn't find any articles covering this, so I am wondering if this is possible in Explore too?

    Example of the current filtering we use for the FRT heatmap in Insights:

    Since in Insights the above tagging filter was applied to the whole query, I could create this kind of heatmap table where I have both the number of tickets and the FRT:

    Can you help me achieve the same table in Explore, with filtering based on tags?

    Many thanks in advance :)

  • Stephen Whyte

    I don't see the color encoding option in Explorer. I'm an Admin, how would I access this option?

  • Alex Zheng
    Zendesk Customer Care
    Hey Stephen,

    Do you mind sharing a screenshot of what you are seeing? If you follow the steps listed in the recipe it should be an option for you. I would make sure to pay attention to step 14 and making sure you are selecting the paintdrop icon when adding the metric.
  • Stephen Whyte

    Thanks Alex...that's the step I was missing. I'm all set now.


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