Creating standard calculated metrics and attributes

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23 Comments

  • 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
    Jerenz

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  • Bonnie
    Zendesk Customer Care

    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]
    ENDIF

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  • Jahn Jerenz Bronilla

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

    0
  • Zendesk System Admin

    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!  

    0
  • 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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  • Rebecca Che

    Hi, team. We have a custom field in zendesk support, so when the agent clicks the field, we can see it as true in Explore, else is False. I'm trying to use the calculated metrics to only count the True value as below but the system didn't show any data. any suggestion? 

    Thanks

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  • Brandon Tidd (729)
    Community Moderator
    The Humblident Award - 2021

    Hi Rebecca Che,

    Very Close!  Try:

    THEN [ticket id]

     

    0
  • Catalin

    Hi guys. I'm interested in creating a custom metric to show the timestamp (or time lapsed) for the first internal note on each ticket. This used to be possible in the old system (GoodData) but I can't figure it out in Zendesk Explore. Any ideas please? Many thanks!

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  • Saxon Clay

    Hey Catalin, Explore has the 'DATE_FIRST' function that you can use in the Updates dataset to get the first internal comment. 

    IF ([Comment present]=TRUE
    AND [Comment public]=TRUE
    AND [Updater role] != "End-user")
    THEN DATE_FIRST([Update - Timestamp])
    ENDIF

    Is what I have for a custom 'First Update' attribute in my instance, changing 'Comment public' to FALSE and adding some separation by Ticket ID (additional column/row) should get what you're looking for.

    1
  • Catalin

    Hey Saxon, thanks a lot for the tip! I managed to get it working. Based on your suggestion, I also found some useful details (that I didn't find before) here: https://support.zendesk.com/hc/en-us/articles/4408833381402-Working-with-earliest-and-latest-date-functions#topic_hrb_wdy_5pb

    1
  • Tim Bechtold

    Hi Reporting and Analytics Team,

    I want to add 2 custom Standard Calculated Metrics to an Assignee Activity report:

    Average Tickets Solved per Hour and Average Tickets Updated per Hour. 

     

    Tim 

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  • Dave Dyson
    Zendesk Community Manager
    Hey Tim, welcome to the community!
     
    If you want to do this yourself, you'll need to start by cloning the dashboard -- then you can add your own metrics: Cloning dashboards
     
    If you're wanting these to be added in to the standard default dashboards in Explore, the best way to get this idea in front of our product team is to post in our Feedback - Reporting and analytics (Explore) community topic, using this template to format your feedback. Thanks!
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  • Saxon Clay

    Tim Bechtold You should use DCOUNT(Solved Tickets) instead of COUNT(Tickets) in the calculations. 

     

    Beyond that though, I'd recommend not using custom metrics for this and instead use Result Metric Calculation:

    This lets you run calculations on the existing metrics in your report as well as hiding source columns if desired. Since it runs off of the existing data in your query there's usually no problems with it incorrectly scoping data. 

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  • Dave Dyson
    Zendesk Community Manager
    Thanks for the tip, Saxon! Tim, for more information see Using result metric calculations
    0
  • Bob Gaul

    Hi,

    I am trying to add a column to a query to indicate whether an agent is an internal or external resource. This is defined by the assignee email address.

    The following formula is showing an error message when trying to add this attribute:

    IF (CONTAINS([Assignee email]]),"@example.com"))

    THEN "External"

    ELSE "Internal"

    ENDIF

    What can I do to correct this?

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  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi Bob Gaul, I think there's an extra bracket and parenthesis after Assignee email that's causing the error. I tested the formula and it seems to work when written like this: 

    IF (CONTAINS([Assignee email], "@example.com"))
    THEN "External"
    ELSE "Internal"
    ENDIF
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  • Bob Gaul

    Thank you so much Erin O'Callaghan! I've no idea why I didn't think of that myself...

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  • Monica Maldonado

    Hi there, 

    I need to create an attribute that shows me something like:

    - x requester emails  created [0-10] tickets 

    - x requester emails created [10-20] tickets

    ....

    any idea?

     i have tried a simple one like 

    if (value(End-user submitted tickets)
    >50) then ">50"
    else "<=50"
    Endif

    but it does not provide proper results. 

    Any idea?

    0
  • Walter

    Is there any way to lock calculated metrics and attributes from being altered / deleted by another user?  I think this would be a useful feature while allowing admin override.

    1
  • Dane
    Zendesk Engineering
    Hi Walter,
     
    You can create a customized dataset and just give editors the ability to view and save reports. 

     
    Users will not have access to the "Calculations" section. Even though they can still access the existing calculated metrics or attributes, any changes they made will not be saved.
     

     
    Hope this helps!
     
    1
  • Walter

    Thanks Dane!

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  • John DiGregorio

    Dane your suggestion for grouping orgnazations worked like a champ.  I am now stuck on how to report on month and year combined in a calculated attribute.   In this article it says it will sort them alphabetically - is there any way around that?

    • Sort like time attribute: If your calculated attribute represents dates, this option places your date values in the correct order.
      • Note: This option applies only to single attributes. Combining attributes, such as adding a year to the end of a month, will result in sorting alphabetically instead of chronologically.
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  • Dane
    Zendesk Engineering
    Hi John,
     
    Can you share your calculated attribute for me to determine what can be done?
    0

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