In this recipe, you'll learn how to use the information that Explore collects from the Messaging channel to understand how many of your conversations were rated as Good today. For more information, see About Zendesk messaging.
What you'll need
Skill level: Intermediate
Time required: 20 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Conversations with ratings in Zendesk messaging
- Some knowledge of creating custom reports. For help, see Creating reports.
How to create the report in Explore
Use the following steps to create this report in Explore:
- In Zendesk Explore, click the reports (
) icon. - In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
- Next, you need to create two date range calculated metrics. In the Calculations menu (
), click Date range calculated metric. - In the Date range calculated metric panel, configure the following values:
- Name: % Satisfaction score (yesterday)
- Original metric: % Satisfaction score
- Defined on: Time - Ticket requester updated
-
Date range: Yesterday
- When you are finished, click Save.
- Now, create a second date range calculated metric with the following configuration:
- Name: % Satisfaction score (today)
- Original metric: % Satisfaction score
- Defined on: Time - Ticket requester updated
-
Date range: Today
- When you are finished, click Save.
- In the Metrics panel of the report builder, click Add.
- From the list of metrics, choose the following two metrics, then click Apply.
- Calculated metrics > % Satisfaction score (today)
- Calculated metrics > % Satisfaction score (yesterday)
- In the Filters panel click Add.
- From the list of attributes, choose Ticket > Ticket channel, then click Apply.
- Click the filter you just added, select only Messaging as the filter, then click Apply.
- In the visualization type menu (
), click KPI. Explore displays a KPI showing your conversations rated as Good today together with the rating from yesterday. You can add a variance indicator to show whether the trend was up or down from yesterday. For an example of how to do this, see Explore recipe: Comparing today's ticket volume to yesterday's. - Don't forget to give the report a name, then Save it.