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80 comments
Paul K
Benjamin Železnik
The Ticket Organization attribute doesn't exist in the Backlog history dataset, so adding that filter isn't possible in this case.
This article might help you understand datasets and reporting a little better
https://support.zendesk.com/hc/en-us/articles/4408839218842-Understanding-datasets
I think you might also benefit from the free online training around Explore that Zendesk offers - https://training.zendesk.com/page/zendesk-course-catalog#product_explore
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Benjamin Železnik
Thank you, Paul K. Just needed confirmation that it is not possible what I need.
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Erin O'Callaghan
We've added a new Explore recipe for Enterprise customers: Creating a dashboard to report on live agent status
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Erin O'Callaghan
We've added a new recipe for reporting on IVR keypresses: Reporting on IVR keypresses based on ticket tags
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Erin O'Callaghan
We've added a new recipe for reporting on the length of recorded calls in Talk: Reporting on length of recorded calls by year and month
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Erin O'Callaghan
We've added a new recipe that helps you determine whether an agent’s maximum capacity is set appropriately as part of omnichannel routing: Reporting on maximum capacities with omnichannel routing
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Erin O'Callaghan
We've added another new recipe that shows you how to manually set a trend line to show goals with an increasing value over a period of time: Creating a stepped trend line
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Erin O'Callaghan
We've added a new recipe that shows you how many tickets have been reopened by end users: Reporting on the number of reopened tickets by end users
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Erin O'Callaghan
We've added a new recipe that shows you how to report on custom ticket statuses, including the total number of tickets in custom statuses as well as the time tickets spend in custom statuses: Reporting on custom ticket statuses
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Erin O'Callaghan
We've added a new recipe for messaging: Reporting on first reply time for messaging tickets
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Erin O'Callaghan
We've added a new recipe for Support: Tickets with public agent comments
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Erin O'Callaghan
We've added a new recipe for Support: Tickets created by group per month
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Erin O'Callaghan
We've added a new recipe that helps you understand how agents are spending their time: Reporting on agent state
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Erin O'Callaghan
We've added a new recipe for Support: Tracking metrics for child tickets based on the parent ticket ID
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Erin O'Callaghan
We've added a new recipe for Chat: Reporting on chat requesters by chats received brackets
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Erin O'Callaghan
We've added a new recipe for Guide: Reporting on searched phrases in the help center
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Erin O'Callaghan
We've added a new recipe that helps you monitor how work is being routed through your custom omnichannel routing queues: Reporting on custom omnichannel queue performance
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Hatice Eda Y
Hello team,
Recently we are switching to intent-based answers in answer bot and I am trying to figure out the effect of intent based bot answers vs. training phrase answers on our user traffic (change in containment rate) but I couldn't find out where to do all of these in Explore datasets as observing this change is crucial for us to maintain this change and make the most of the intents. Would you help me with this? Best,
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Katie Mc Dougall
Hi there.
What is the best recipe to create a activity per hour that the agents are working? I know we can use solve per hour, but is there another metric like ticket updates, if someone is replying but keeping it in pending/hold?
If that is possibe is there a way for it to only count the ticket once, so for example if ticket A has a update and a solve it will only be counted in the solve number?
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Rob Stack
We've added a new recipe to help you understand how date filters work in the new dashboard experience: Filtering reports by date with the new dashboard experience.
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