Explore recipe: Reporting on agent reply brackets using the Updates history dataset

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  • Bharath Bhushan M S
    IF ([Comment present] = TRUE AND [Updater role] != "End-user" AND [Comment public] = TRUE)   
    THEN [Update ID]

    Gives me the count only if the ticket is currently in the assignee/agent name. 
    If the agent has escalated the ticket to another queue, the count goes missing. 

    how i do get the public reply count of an agent irrespective the ticket is under their name or no?

  • James G
    Zendesk Customer Care

    Hello Bharath Bhushan M S,

    It sounds like you are using the attribute "Assignee Name". If that is the case, the number of public comments (based on the formula you've sent) will be attributed to the "current" assignee of the ticket. 

    If you want to get the count of public comments made by an agent regardless of whether he is the current assignee of the ticket or not, you may use the attribute "Updater Name" instead. 

    For the complete list of metrics and attributes you can use, you may refer to this article - Metrics and attributes for Zendesk Support

    James Gibaga | Customer Advocate

  • Andrew Goetz

    James G Thanks for this guide, just what I was looking for to modify the existing brackets of Agent Replies Brackets metric.

    However, I hit a snag when building the Standard calculated attribute for the Public Agent Reply Brackets attribute. When I enter the formula, I get an error on each IF line that says I can't use COUNT(Public Agent Replies) in a calculated attribute and would need to wrap it in ATTRIBUTE_FIX or ATTRIBUTE_ADD function.

    Ran through the steps a few times and keep getting stuck here, and when trying to make the suggested change from the error message, I don't think I can as its an IF/THEN value rather than a normal metric.

    Anything I can do to get around it or maybe the behavior has since changed?

  • Zsa Trias
    Zendesk Customer Care

    Hello Andrew,

    This seems to be related to this announcement: Announcing changes to calculations in Explore

    I have found this article to help you troubleshoot errors encountered in Explore.

    Based on the Correct formula column above, can you try this sample formula instead:

    IF ATTRIBUTE_FIX(COUNT(Public Agent Replies), [Update ticket ID])=1
    THEN "1 Agent Reply"
    ELIF ATTRIBUTE_FIX(COUNT(Public Agent Replies), [Update ticket ID])=2
    THEN "2 Agent Replies"
    ELIF ATTRIBUTE_FIX(COUNT(Public Agent Replies), [Update ticket ID])=3
    THEN "3 Agent Replies"
    ELIF ATTRIBUTE_FIX(COUNT(Public Agent Replies), [Update ticket ID])>3
    THEN "4+ Agent Replies"
    ELSE "0"

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