Explore recipe: Calculating estimated cost of service

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10 Comments

  • Sarah Pham

    Hi, if i dont have the time tracker app and still use this recipe what exactly will the report show?

    0
  • Taylor Bowser
    Zendesk Customer Care

    Hi Sarah, 

    This recipe will only work if you're using the Time Tracking App as the formulas pull data from the custom fields that are populated by the app. 

    The Zendesk Time Tracking app must be installed, and must have collected data

    Note: The time tracking app stores data in custom numeric fields that are synchronized with Explore. If you have installed the Time Tracking app recently, the data required to build necessary calculated metrics might not yet be synced with Explore. This sync occurs once an hour.
     
    Best, 
    -1
  • Sarah Pham

    Thanks Taylor, i have created the query as per above without knowing the time tracking app is required. It still gives me output, are you able to advise what data I am looking at?

    0
  • Taylor Bowser
    Zendesk Customer Care

    Hi @...

    I'm going to open a ticket on your behalf so we can take a closer look at the report you've set up. 

    Best, 

    -1
  • Enrick Neil (NRCK)

    In the Metrics - should I use Average? AVG? 

    0
  • Marco
    Zendesk Customer Care
    Hi Enrick, that's a good question. Based on the formula being straightforward, I would suggest using SUM which is what it would default to. Cheers! 
    -1
  • Enrick Neil (NRCK)

    I don't think SUM is correct. Using this formula and using SUM in Metrics gives 3 digit number results per agent. 

    This formula computes the cost per ticket right? based on their hourly cost. 

    Do we use AVG?

    1
  • Marco
    Zendesk Customer Care
    Thanks for replying, Enrick. I think you're right. I was thinking that since the formula already had "/3600*(your hourly rate)" then using SUM would be enough, but it might result to adding the Total Time spent altogether. So yes, you will be using AVG. Thanks for the catch! 
    -1
  • Joel Selwood

    I have several hourly rates to factor in, based on multiple regional hubs that carry differing agent populations, therefore differing weightings. Can this be accommodated somehow? 

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Joel, 
     
    I think you might be able to adapt this for your needs if you keep track of the applicable regional hub in a custom ticket field. If you do, then you should be able to use an IF THEN ELSE or a CASE statement in your standard metric formula (e.g., if the ticket custom field is Region X, then calculated the formula using that region's weighting, or if the ticket is attributed to Region Y, then use a different formula). For more information, see Using the IF THEN ELSE function and Adding multiple conditional expressions with SWITCH.
    0

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