Creating standard calculated metrics and attributes

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  • Jahn Jerenz Bronilla

    Hi Team - trying to create Same Day Resolution (SDR) Metric in Explore however, it seems that some values are not being captured.

    Should be Ticket Created Date = Ticket Solved Date like the below:

    However, there's some result that are incorrect. See sample:

    Here's the calculation I created.

    Can someone help me identify what's wrong with my calculation?

    Thank you

  • Bonnie

    Hi Jerenz! It looks like we were able to help you with this question via a ticket. I'll just share the metric my colleague helped you with here, in case anyone else is following along the conversation.

    IF ([Ticket created - Date]=[Ticket solved - Date])
    THEN [Ticket ID]

  • Jahn Jerenz Bronilla

    Hi Bonnie Leib - yes and totally helpful :) Thanks for your help.

  • Gaurav Sharma

    Hi ,

    i have created a Group attribute with the agents from our group in the Support-tickets dataset .

    Is there a way i can copy the same in the other datasets .

    i want to use the group attribute as a filter in a dashboard which has different datasets ,so i i have the same attribute in all datasets the i could link and use the attribute.

    Please help!  

  • Gab Guinto
    Zendesk Customer Care

    Hi Gaurav,

    You can duplicate an attribute and select which dataset you want to save it to. Here's a sample:

    Note that the attribute will only work if the elements referenced in the formula can also be found (with an identical name) in the other dataset. If, for example, your custom group is based on the native Assignee name attribute, then there should be no issue; in the Backlog dataset though, you may have to edit the copied attribute since "Assignee name" is not available in that dataset.


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