Adding totals to results

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22 Comments

  • Sydney Neubauer

    We have added Sum Totals on rows and columns and then sorted the rows to be in ascending order which changes where the sum total is located. Is there a way to exclude the total from being sorted? Or a way to pin it? 

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  • Kate L

    Hi Sydney,

    I created a sample query in my test account and I did see that the Sum Totals stay in the same position. I have created a ticket on your behalf so we can look into your query further.

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hey @... - 

    Sorry for the delay here.  You can use the advanced sort feature under results manipulation to keep that sum in place!

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  • Charlie Smith

    Not sure how possible this is, but I'm trying to show the average of two totals. Is there a way to have this calculated and show using the KPI visualization? 

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hi @...,

    There's a couple ways you can do this, but the easiest might be custom metrics... something along the lines of:

    MyCustomMetric:
    IF ([CUSTOM_FIELD_NAME] = "CES") THEN
    [Ticket ID]
    ENDIF

    MyCalculation
    SUM(MyCustomMetric)/DCOUNT_VALUES([Update ID])

    You could also do a Result Path Calculation and then hide part of your result to get it back into KPI format.

    Hope this points you in the right direction!

    Brandon

     

     

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  • Matt Farrington-Smith

    Hey @... how would I do the following (relatively simple I guess, but am struggling!)

    I have a custom metric that calculates handling time - what I want is to show that figure as a percentage of total possible hrs worked (let's say 354). How do I do this?


    Cheers for any pointers!
    Matt

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hey @... - 

    Nice to hear from you!  In this case, you'd use a second custom metric that is just

    [Update Handing Time (Hrs)] / 354

    Then, use the paintbrush to change your display format to a %.

    Hope this helps!

    Brandon

    1
  • Matt Farrington-Smith

    @... appreciate the help here!

    I had problems at first, but then changed the formatting slightly:
    SUM(Update handling time (hrs)) / 354

    Cheers sir

    1
  • Casey

    Hi Zendesk - Having an issue where "simple" sum totals aren't showing for all rows. In the screen below, it appears only "Tickets reopened" is showing under Ticket totals for each row(s). Any suggestions? Thanks!

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  • Dylan Tragjasi
    Zendesk Customer Care
    Hi Casey,

    I'm not entirely sure how the "Ticket totals" row is being calculated in your screenshot - I presume this is a result path calculation, which might be why it's not working correctly as a total/sum aggregator for the metrics in your query. 

    At any rate, you can only calculate subtotals using the native "simply" sum total feature if you have multiple attributes in use in your query. I have attached a screenshot demonstrating how this could work with a similar example to the one you're working on. 
     
    I hope this helps clarify!

    Thanks,
    Dylan 


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  • Casey

    Thank you @... for the additional information. Below is the query I based the previous one off of, only using "Tickets created" rather than "Tickets updated w/ comment". In this case, the rows are totaling correctly. Is there something I need to do in the result path calculation you mentioned to make "Tickets updated w/ comment" behave in the same manner?

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  • Dylan Tragjasi
    Zendesk Customer Care
    Thanks Casey - I've gone ahead and created a ticket on your behalf so I can take a closer look at this from within your account. I'll be in touch very shortly with an update so please keep an eye out for an email from me! 

    Thanks,
    Dylan 
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  • Trevor Kanaya

    Hi all,

    I'm adding grand totals on rows but the aggregator should use AVG instead of SUM. When I do this, there's no way to keep the aggregated numbers pinned to the top or bottom of the table. In other words, with SUM, the value of the grand total row will always be highest so it's easy to sort high to low, but an average would fall somewhere in the middle obviously.

    So, is there any way to keep an AVG row at top or bottom? It seems a bit unlikely that a user would want it anywhere other than top or bottom, frankly.

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  • Gab Guinto
    Zendesk Customer Care
    Hi Trevor,
     
    If you're manually sorting the values by clicking on the metric column header, then the rows containing the totals (SUM/AVG) will also be included. You might want to sort via Result manipulation → Sorts if you need want the keep the totals in their original position/row. Here's an article about Sorting results.  
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  • Allen Eickelberg

    Is it possible to create metrics that can run further calculations on a grand total in a report?

    Here's the scenario; I've used time tracking and written metrics to sum total time for tickets; then round that time to 15 minute blocks. The grand total in 15 minute blocks at the bottom I want to use a metric to multiply that by a billable hourly equation that bills the greater of a minimum number of time blocks or the actual number of time blocks. 

    If I can write metrics off of the "grand total" I can use explore to essentially automate and produce invoices for our billable time.

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  • Phaedon

    When adding a total to a table it seems as if the aggregator is being used on the row data rather than the background data. Is there a way to fix this?

    Specifically, I'm looking at a table of first reply (AVG) time by agent and month. When I add a Grand Total, with the AVG aggregator, it seems to take an average of the individual lines rather than an average of the total data. It's doing an average of the averages rather than the overall first reply time for that month. How might I change that?

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  • Dane
    Zendesk Engineering
    Hi Phaedon,
     
    The TOTALs result manipulation will only count the data on the actual row or column. It will not parse the data on each row (hence resulting to what you have mentioned calculating the average of the average). The only way for it to match the main results given by AVE First Reply time is to add the attribute Ticket ID that will let the data for each agent to be counted individually.
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  • Phaedon

    Thanks for that feedback Dane! Can you give me some guidance to how to do what you're describing with the attribute Ticket ID or point me to an article that will show me? I'm quite new at all this.

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  • Dane
    Zendesk Engineering
    Hi Phaedon,
     
    You will have to add Ticket ID as an attribute.
     
    This is the original FRT.
     

     
    FRT when you used total with Assignee name attribute.

    Original FRT result was extracted when you add the attribute Ticket ID.

     
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  • Phaedon

    Thank you so much Dane! I see what you mean now.

    Last question though: is there a way to do this, but not actually show the Ticket IDs as rows? I'd love to have the overall average, and the average by assignee, without the per ticket detail, in one table.

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  • Dane
    Zendesk Engineering
    Unfortunately, there's no other way but just to refrain from using Totals when AVE aggregator is being used. It will count the values of the rows directly with the Assignee Name and not the Total in the account.
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  • Phaedon

    Hi Dane,

    Thanks for the feedback. That's really a shame. It would be so nice to be able to show the overall average and the agent average in a single table...

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