Explore recipe: Breakdown of calls received per date, hour and half-hour

This Explore recipe shows you how to create a query that lists the calls received per date, hour, and half-hour segments of when it was created. To be able to display half-hour segments, you need to create a standard calculated attribute.

What you'll need

Skill level: Average

Time Required: 10 mins

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Adding users to Explore)
• Ticket data in Zendesk Support

How to create the report in Explore

Use the following steps to create this report in Explore.

1. In Zendesk Explore, click the query ( ) icon.
2. In the Queries library, click New query.
3. On the Choose a dataset page, click Talk > Calls > Talk: Calls dataset, then click New query. Query builder opens.
4. In the Metrics panel, click Add.
5. From the list of metrics, choose Calls > Calls, then click Apply.
6. In the Rows panel, click Add.
7. From the list of attributes, choose Time - Call started > Call - Date and Time - Call started > Call - Hour, then click Apply.
8. In the calculations menu (), click Standard calculated attribute. The Standard calculated attribute page opens.
9. In the Name field, type a name for your new metric, for example, Call - Half hour.
10. In the Formula field, enter or paste the following formula, then click Save.
    
    Tip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language.

    IF ([Call - Minute]<=30) THEN "0-30"
    ELIF ([Call - Minute]>30 AND [Call - Minute]<=60) THEN "30-60"
    ENDIF

You can now add this calculated attribute to the query above or use it in your own queries, for example: