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This Explore recipe shows you how to create a report 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 reports ( ) icon.
    2. In the Reports library, click New report.
    3. On the Select a dataset page, click Talk > Talk - Calls dataset, then click Start report. The report 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 report above or use it in your own reports, for example:

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