Interacting with reports

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15 Comments

  • Melissa Gaudette

    So it seems like once you've done an interaction and gone past the point where you can just Undo to go back, for example, I Focused, made some other changes, then saved and closed the Query, you can then never undo your interaction, and have to completely rebuild that Query?

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  • Rob Stack
    Zendesk Documentation Team

    Hi Melissa, while the query is still open, you can indeed undo to go back, but once you save it, the undo history is no longer stored.
    If you'd like to see this work differently, please open a feedback request at https://support.zendesk.com/hc/en-us/community/topics/360001200913 Thanks!

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  • Liene Verzemnieks

    I seem to be having the same issue as a few other people here: after I use Decompose on a Query on a Dashboard, how do I make this "Actions: Initial > Decompose" line go away (the default view)?

    There was previously no line between "Agent public/internal comments" and the legend with the dot colors.

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  • Elaine
    Zendesk Customer Care

    Hi Liene,

    I'll need to take a closer look into your dashboard so I can properly provide you a better resolution for your concern. I've gone ahead and created a ticket on your behalf so I can take a look at the dashboard for you. Looking forward to hearing from you. Cheers! :)

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  • Clara Popov

    I'm having trouble with my queries when I'm trying to use both Decompose and Drill In. 

    When I decompose one set of metrics, I then try to Drill In the results, however, it's not opening up any new window. 

    When I Drill In to the original data, it works fine, it's only when I attempt to decompose and drill in afterwards. Does it not work that way? 

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  • Sabra
    Zendesk Customer Care

    Hey @...! In order to troubleshoot your issues, I'd like to take a closer look at your specific query, so I've opened a ticket on your behalf. 

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  • Dinara

    Does the decompose function still work in dashboards? We've been able to decompose right in the dashboard before, but now only the drill-in function is available even though I have the "allow decompose" option checked in the query settings. 

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  • Gab Guinto
    Zendesk Customer Care

    Hi Dinara,

    Yes, you should still be able to use Decompose in dashboards. If Allow decompose is already selected in Interactions, then it's possible that Decompose type is set to none. Just head over to Chart configuration → Decompose type → and select any of the other values.

    You should then see the option Decompose values in your reports.

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  • Dinara

    Hi, Gab!

    Thank you for your answer. Unfortunately, it did not help. :( I tried both choosing all attributes and selected ones but it does not allow me to decompose in my dashboard. I have "Drill in" and "Copy" options only. Any other tips that may help?

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  • Nkadri13

    Hi team

    Is the Decompose option not available on 'Sum' or 'Totals' in a report? or in a dashboard?

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  • Marco
    Zendesk Customer Care
    Hi Nikita, good question. No, the decompose function can't be used on the totals in a report. For example you have tag A and tag B, you can decompose on the values for tickets with tag A or tag B, but not the total of the two. I would not have exact knowledge on the coding of this functionality, but my guess is that the "tag values" in this example actually look into the tickets for the data, while the sum/total only looks at the values in the query itself. Hope this helps! 
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  • Nkadri13

    Thanks Marco!

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  • Flair Customer Support

    After I drill in or decompose and save, it's stuck. It won't revert to the original report.

    Tried:

    • Undo - doesn't undo anything
    • Configuration icon: uncheked Drill in and Decompose and it doesn't revert

    Overall, these are wonky solutions.

    Drill in and decompose shouldn't change the actual report without a confirmation to do so - and there should be a revert button to get back to the original report.

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  • Gab Guinto
    Zendesk Customer Care
    Hi Flair,

    Yes, that right, that is the expected behavior. I'm afraid once you hit save, you won't be able to click on the Undo button to revert back to previous states. The Undo option only works for unsaved changes. Decompose essentially transforms your report, the same as manually adding attributes under Columns or Rows. And hitting Save after doing a Decompose saves the current state of the report with those additional attributes under Rows/Columns.

    I didn't find an ongoing discussion yet on changing this behavior, but if you have time, I would suggest to start a thread in our Product Feedback topic in our Community, with the Product team regularly monitors, to engage with other users with the same needs.

    Thank you, Flair!
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  • Antonius

    Hi Team, 

    I'm just wondering what would be the correct criteria for me to have the data for Time Chat Ended. The option to select Chat Started hour is available on decompose but not sure what will the criteria for Timestamp Chat Ended. Appreciate your assistance. Cheers!

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