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

What's my plan?

In this Explore recipe, you'll learn how to create a report that counts the average number of replies an agent makes for each ticket on a daily basis.

What you'll need

Skill level: Moderate

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

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. The report builder opens.
4. Now, create a Standard calculated metric to compute the ratio between public agent replies and tickets commented. Click Calculations (), and then click Standard calculated metric.
5. Copy the formula below and paste it into the metric editor. Add a title for the metric like Average agent replies per ticket per day.
   

   D_COUNT(Agent comments)/D_COUNT(Tickets updated)

   
   
   Tip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language.
6. When you are finished, click Save.
7. In the Metrics panel, click Add.
8. From the list of metrics, choose Calculated metrics, > Average agent replies per ticket per day (the custom metric you just created), then click Apply.
9. Ensure the metric aggregator for Average agent replies per ticket per day is set to AVG. For more information, see Choosing metric aggregators.
10. In the Rows panel, click Add.
11. From the list of attributes, choose Updater > Updater name, then click Apply.
12. In the same attributes list choose Time - Ticket update > Update - Date, then click Apply.
13. In the Filters panel, click Add.
14. From the list of attributes, choose Ticket update > Comment type, then click Apply.
15. In the Filters panel, click the Comment type filter you just added and include only Public comments.
16. In the Filters panel, click Add.
17. From the list of attributes, choose Updater > Updater role, then click Apply.
18. In the Filters panel, click the Updater role filter you just added and include only the Admin and Agent roles.

The report is complete. See the screenshot below for an example of how it will look.