Fine Tuning: Insights reports to transform the way you do support

13 Comments

  • Missy Scherkenbach
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    Happy Monday, Everyone! 

    Part one is posted.  We look forward to your comments today.  Cheers :)

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  • Missy Scherkenbach
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    Part two is up!

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  • Leigh Bible
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    I'm encountering an error trying to create the to track time in group metric: "Unexpected end of string. Expecting one of: ELEM_IDENTIFIER, FUNCNAME1, NEXT, OBJECT, STRING, -, RANKFUNCNAME, IF, PREVIOUS, COUNT, RUNFUNCNAME, NUMBER, IDENTIFIER, FUNCNAME2, CASE, FUNCNAME12, PERCENTILE, TEXT_ELEM, THIS, SELECT, (" anytime I try to add the Total time spent (min) to the custom metric equation. I also already use this metric to track total time spent on tickets is various other reports. What am I missing?

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  • Missy Scherkenbach
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    Hey Leigh,  Thanks for the comment!  Do you mind posting a screenshot of the metric you're building that's generating the error?  Unfortunately error messages in themselves aren't always the most helpful.  Also, is the Time Tracking metric you're using identical to the one in this recipe?  

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  • Leigh Bible
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    Here is my Time Tracking Metric:

    And my error:

    I type in "SELECT (" and then when I choose "Total time spent (min)" under metrics and click "Add" I get the above error.

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  • Missy Scherkenbach
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    Oh!  Gotchya.  Thanks for the reproduction steps :)  You'll want to enter the entire metric into the metric editor before clicking 'Add.'  In order to select the Total time spent (min) metric, double click it then move on to the the next part of the argument: /60)*20 WHERE ...  

    Here's a link to a video from GoodData on making custom metrics.  I think you'll find it useful here.  Of course, let us know if you run into additional road bumps and be sure to let us know how the metric works out for your team.  Thanks again!  

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  • Leigh Bible
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    Thanks, that's embarrassing. :) Guess it's been a while since I've messed with the custom metrics.

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  • Missy Scherkenbach
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    Part three is up!  Feel free to chime in with questions or comments.  Thanks!

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  • Missy Scherkenbach
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    @Leigh, not at all.  This stuff is confusing and easy to forget if you're not in it everyday (even then it's easy to forget ;))  Thanks for engaging with your Q.

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  • Colin Piper
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    Missy, finally had the time to sit down and read this thread. Good job!

    I recreated much of it but added two additional charts. Since I store the "plan" against the organization I was able to create a comparison of the Ticket volume by plan chart to show the percentage of customers in each plan. 2% of my customer base that I call "Platinum" create 11% of my tickets. Demanding!

    The second chart I added was the count of tickets for each type of ticket, "About". This added another dimension to the report in that not only did i know where I was spending the most amount of dollars but also could compare that to the number of tickets that made up that cost. I am thinking I may add a third chart here to show which type of ticket costs the most by doing some arithmetic on the two sets of data.

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  • Susie
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    Hi Missy, I'm not sure if what we are trying to do falls under this fine tuning session or not, but I could use some help.

    We have several resellers/partners and have created several reports to show how many tickets have been submitted for each reseller/partners. Now i'm trying to create a report that shows % of tickets being submitted for each reseller/partners. In other words, out of 500 total tickets submitted last month, 10% were ANCILE direct. 

    Not sure how to go about creating this custom metric. I've tried reading thru this but not sure it applies to what i'm trying to do.

     

     

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  • Desiree Cox
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    Hi Susie,

    Great question! Since I may need some more information in order to assist you, I'm opening up a ticket on your behalf. I'll see you there!

    Desiree

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  • Susie
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    Hi Desiree,

    Thanks for replying. I've tried a few other things since this post which I'll tell you in the ticket.. see you there!

     

    Susie

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  • Judd Higgins
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    Now that Explore Metrics are here, will there be a recipe for "Part 2, 11 am: Where do support dollars go?"

    I am working on creating a "Cost of Support" metric, and would like to have this in Explore rather than Insights.


    Thanks!

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  • Judd Higgins
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    Now that Explore Metrics are here, will there be a recipe for "Part 2, 11 am: Where do support dollars go?"

    I am working on creating a "Cost of Support" metric, and would like to have this in Explore rather than Insights.


    Thanks!

    0

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