Adding time and date calculated metrics

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14 Comments

  • Vladimir Petrushenko

    Hey @...

    Hope you are well. 

    I can't see the ''Compute separately' option in Date range calculated metric. Has it been removed? 

    This is what I'm seeing, the scroll bars are right down: 

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  • Rob Stack
    Zendesk Documentation Team

    Hi Vladimir Petrushenka, thanks for this feedback. You're right, I can no longer see it also. If you don't mind, I'm going to open a ticket on your behalf so we can find out if this was intentionally removed and when. I'll cc myself on the ticket and update the docs when we hear back. Thanks again!

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  • Vladimir Petrushenko

    That's great, thanks for this, Rob! 

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  • Janaya Cassidy

    I was in the Ticket Updates dataset earlier and it didn't allow for the use of the Date Range Calculated Metric - is that expected?

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  • Giuseppe
    Zendesk Customer Care

    Hi Janaya,

     

    The Date Range Calculated Metric should still work in the Ticket Updates dataset.

    As a test, you can try creating a simple date range calculated metric by following this setup:

    Choose a date range and make sure to change the metric from SUM to COUNT as well.

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  • Janaya Cassidy

    Apologies Giuseppe,

    I think I've left an important detail out, I can go to date range calculated metric on Support: Ticket updates [default] dataset, but I can't seem to choose a ticket based on the pending status, only for tickets solved and tickets created and the requester would like to have a tickets pending calculated metric as well. Can you advise if this is possible?

     

    Thank-you!

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  • Giuseppe
    Zendesk Customer Care

    Hi Janaya,

     

    Thank you for the update. The Tickets Solved and Tickets Created Metrics under Ticket Updates dataset are part of the default Metrics, which is why you see them right away.

    If you'd like to add a similar Metric for Pending tickets, the formula would most likely be something like this:

    Calculated Metric Name: Tickets Pending

    IF ([Changes - Field name]="status"
    AND [Changes - Previous value]!="pending"
    AND ([Changes - New value]="pending")
    AND ([Ticket status - Unsorted] = "Pending")
    AND [Update - Timestamp]=[Ticket Pending - Timestamp])
    THEN [Update ID]
    ENDIF

    But first, we will have to create a Ticket Pending - Timestamp calculated attribute. Again, we can mirror the Ticket Solved - Timestamp as follows:

    Calculated Attribute Name: Ticket Pending - Timestamp

    IF [Changes - Field name] = "status" AND
    [Changes - New value] = "pending"
    THEN
    [Update - Timestamp]
    ENDIF

    You should now be able to use these Metric and Attribute under Date range calculated metric.

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  • Janaya Cassidy

    Thank-you Giuseppe,  when I have a moment I'll give this a try :) 

     

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  • Naveen Rajan

    Does anyone know if the preset "Simple" ranges include the current day?

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  • Dane
    Zendesk Engineering
    Hi Naveen,
     
    If you use "Simple" as your date range, it will only include the current day if you select Today or designate a range including the current date on Custom.
     
    Hope this helps. 
     
    Cheers,
    Dane
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  • James McCoy

    Is there a way to create custom time brackets?

    For example- there are built-in "Requester wait time brackets", but we're looking for better granularity. Can I modify these with a formula? Thanks

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  • Gabriel
    Zendesk Customer Care
    Hello James!

    Yes, this is possible. Kindly see the instructions addressed in the article "Explore recipe: Displaying tickets answered within different time brackets" - https://support.zendesk.com/hc/en-us/articles/4408825149466-Explore-recipe-Displaying-tickets-answered-within-different-time-brackets

    Please, feel free to adapt this to your use case. I hope this helps!
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  • James McCoy

    Hi Gabriel,

    That's not quite what I'm looking for. I acknowledge the existence of brackets in my question, but what I'm asking is can we customize the brackets themselves? 

    For example:

    Requester wait time brackets have groupings such as 1-3 days, 3-7 days, >7 days
    We want to make requester wait time brackets that are 1-2 days, 2-4 days, 4-7 days, etc.

    Can this be done?

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  • Alex Zheng
    Hey James,
     
    If you click on the eyeball by the attribute you will be able to see how the formula is constructed which you can then take and create your own formula with whatever time brackets you are looking for.
     

     
    Best regards,
    0

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