Using result metric calculations

What's my plan?

Result metric calculations enable you to add a further calculation to a report you have already taken. For example, if you've created a report to calculate a cost of service for your tickets (see Calculating estimated cost of service for an example), and you want to add a ten percent margin to this, you could use a result metric calculation.

This article contains the following topics:

• Creating a result metric calculation
• Example: Calculating the percentage of On-hold tickets

Creating a result metric calculation

To create a result metric calculation

1. With an Explore report open, click the result manipulation menu (), then select Result metric calculation.
2. Click Add a new metric.
3. On the Result metric calculation panel, enter the name of your metric.
4. Enter your formula. For help writing formulas, see Writing Explore formulas.

   

5. Select Clear used metrics to hide other metrics from the report results and only show the result metric calculation. The metrics are still used in the result metric calculation, but the results will not appear in your chart.
6. Click Add, then close the Result metric calculation panel. The new result metric calculation is added to the report.
7. Your calculation is automatically added to the open report.
8. In your report, click Save.

Note: The result metric calculation is always the last action taken. All other report calculations are performed first.

Example: Calculating the percentage of On-hold tickets

In this example, you'll create a report that shows the total number of tickets, and the number of On-hold tickets for any given year. Then, you'll add a result metric calculation that displays the percentage of On-hold tickets.

Creating the report

To create the report

1. In Explore, create a new report using the Support: Tickets dataset.
2. In the Metrics panel, add the following metrics:
   • COUNT(Tickets)
   • COUNT(On-hold tickets)
3. In the Filters panel, add the following attribute:
   • Ticket created - Year
4. From the visualization type menu (), choose Table.

   Explore displays a table showing the total number of tickets and the number of On-hold tickets. You can click the Ticket created - Year filter to filter your results to specific years.

   

5. Enter a name for the report, then click Save.

Adding the result metric calculation

To add the result metric calculation

1. With an Explore report open, click the result manipulation menu (), then select Result metric calculation.
2. Click Add a new metric.
3. On the Result metric calculation panel, enter the name of your metric, Percentage of On-hold tickets.
4. Enter the following formula:

   COUNT(On-hold tickets)/COUNT(Tickets)

   The Result metric calculation panel will look like the following example:

   

5. Click Add, then close the Result metric calculation panel. The new result metric calculation is added to the report.
6. Next, you need to display the new calculation as a percentage. In the chart configuration menu (), click Display format.
7. On the Display format panel, click the drop-down list next to your metric, SUM(Percentage of On-hold tickets).
8. From the list of display formats, choose percentage, (%). The result metric calculation in your report now displays a percentage.

   

9. In your report, click Save.