Explore recipe: Average replies per ticket for each agent per day

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4 Comments

  • Jaïs Pingouroux

    Hi @...

    Thanks for your answer. What about this formula:

    D_COUNT(Agent public comment)/DATE_DIFF([Ticket solved - Timestamp],[Ticket assigned - Timestamp],"nb_of_days")

    where "Agent public comment" is worth:

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

    Hello,

    Interesting recipe.

    Is there a way to measure, by month, the average number of public comment updates made by agents? i.e. my aim is to make sure that every tickets receive at least one public comment from an agent, and visualise this by month.

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  • Devan - Community Manager
    Zendesk Community Manager

    Hello Jais,

    While you can do a count of comments made by each role, you can't switch the aggregator to average as Explore currently stands. I would recommend sharing your use case on our product feedback forums so our developers can consider it for a future update. 

    Best regards.

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  • Rob Stack
    Zendesk Documentation Team

    Hi Jaïs Pingouroux, here's an idea to try. Use the standard calculated metric from the recipe above. In the columns panel, Add the update month attribute.
    Then, add two filters. The first, Comment type should include only Public comments.

    The second, Updater role should exclude End-user. The query would look something like this:

    If that isn't what you needed, please ask this question over at the product feedback forums to see if it's a feature that could be added. Thanks!

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