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

What's my plan?

In this Explore recipe, you'll learn how to use the Updates history dataset to report on agent replies in different brackets, for example, the number of tickets with 1, 2, 3 and 4 or more public agent replies.

You can already utilize the attribute Agent replies brackets in the Tickets dataset. However, this recipe leverages the Updates history dataset to enable more enhanced reporting by being able to filter the report results based on the date range when the ticket replies occurred.

What you'll need

Skill level: Average

Time required: 20 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving agents access to Explore)
• Ticket data in Zendesk Support

How to create the report in Explore

This report groups tickets per agent reply brackets in your instance.

To create the report

1. In Explore, click the reports () icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Support > Support - Updates history, then click Start report.
4. In the Calculations menu (), click Standard calculated metric.
5. On the Standard calculated metric page, give your metric a name like "Public Agent Replies".
6. In the Formula field, enter or paste the following formula:

   IF ([Comment present] = TRUE AND [Updater role] != "End-user" AND [Comment public] = TRUE)   
   THEN [Update ID]  
   ENDIF

7. When you are finished, click Save.
8. In the Calculations menu (), click Standard calculated metric.
9. On the Standard calculated metric page, give your metric a name like "Tickets with Public Agent Replies".
10. In the Formula field, enter or paste the following formula:

    IF ([Comment present] = TRUE AND [Updater role] != "End-user" AND [Comment public] = TRUE)   
    THEN [Update ticket ID]
    ENDIF

11. When you are finished, click Save.
12. In the Calculations menu (), click Standard calculated attribute.
13. On the Standard calculated attribute page, give your attribute a name like "Public Agent Reply Brackets".
14. In the Formula field, enter or paste the following formula:

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

15. In the Computed from drop down select Ticket ID.
16. When you are finished, click Save.
17. In the Metrics panel, click Add.
18. From the list of metrics, choose Calculated metrics > Tickets with Public Agent Replies, then click Apply.
19. In the Rows panel, click Add.
20. From the list of attributes, choose Calculated attributes > Public Agent Reply Brackets, then click Apply. The report will match the following:
    
    

Optionally, you can add a date filter such as Update - Date to narrow the date range being reported as well as adding the Updater name to slice the report results further by the Agent names.