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Explore recipe: Reporting on custom ticket statuses



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Renata Nikulina

Zendesk Product Manager

Edited Jun 21, 2024


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7 comments

How does it work for calculations within business hours?
 

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Almog Zamir 

You can filter the report by following this guide here: Explore recipe: Filtering reports by business hours 

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Hey Dainne Kiara Lucena-Laxamana 
We set multiple Schedules, which means we have several business hours (several time zones) based on the Customer's region. How does this recipe support our need to calculate metrics within different business hours (regions' business hours)?

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Tony

Zendesk Customer Care

Hi there!
The suggested recipes will help you in filtering by business hours. If you have different schedules, the dataset used doesn't look like has any reference to schedules. Being within business hours is like a bool: the ticket is o is not within business hours. I leave you the dataset here for further reference:
 
https://support.zendesk.com/hc/en-us/articles/4408827693594-Metrics-and-attributes-for-Zendesk-Support
 
In that case you will need to autonomously build a custom process where maybe you can use tags based on the schedule applied or something similar that can help you to manage your business in the intended way you are planning to manage.
 
Best,
 
 

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Hey Tony, thank you for your reply!
On Explore, there are already at least two metrics that have been calculated within business hours (based on Schedules):
1) "First reply time—Business hours (mins or hrs)"  
2)"Full resolution time—Business hours (min or hrs)"
Therefore, the mechanism already exists in ZD's backend. 

Is there an option for you to provide the logic/mechanism of those metrics calculations so we could use it for every two timestamp fields, which would give us the flexibility to use it for any use case we wish?

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How do I display average time spent in custom status in a bar chart?

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I would like to mimic Almog Zamir's statement. We need the ability to report on Time Spent in Statuses, both system and custom, in Business Hours. Is there anything on the roadmap for this?

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