[Request]: Insight Reports - % of Tickets Close vs Created By Agent With Date Range

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6 Comments

  • Kay
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    Hi Jeff,

    This one's a tricky one, where I'm interested in the best answer as well. As far as my view on this one you're actually looking at 2 reports for this one. I'm not sure how to create the percentage here, but I found a way to get the number of tickets on the report so you still could compare.

    Step 1. Report 1 (number of tickets assigned)

    What: # tickets
    How: ticket assignee
    Filter: No filter

    Step 2. Report 2 (number of solved tickets)

    What: # solved tickets
    How: ticket assignee
    Filter: No filter

    Step 3. Add the reports to your dashboard

    Step 4. Add a dashboard filter op the type 'date'

    Search for Date ticket initially assigned and select that

    Step 5. Add another dashboard filter op the type 'date'

    Now search for Date ticket solved and select that

    Step 6. Set report #1 on dashboard to the correct date filter

    Click on the little gear icon of report #1 on your dashboard, go to the tab filter on your dashboard, here you select Date ticket initially assigned

    Step 7. Set report #2 on dashboard to the correct date filter

    Click on the little gear icon of report #2 on your dashboard, go to the tab filter on your dashboard, here you select Date ticket solved

    Step 8. Enjoy :-)

    Of course you could go wild and add another dashboard filter of type attribute, choose ticket assignee and you can filter by ticket assignee. Have a great day!

    Kay

    ps. sorry for the markup, the wysiwyg really ..... it up.

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  • Jeff Ma
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    Kay,

     

    That certainly does the trick, but do you think there is a way to get that report data to populate in a third area? So now we have Assigned and Solved in two different reports. Is there a way to generate a percentage and display that in the same report someone in that window? Thanks for your help so far.

    -Jeff

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  • Kay
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    Hi Jeff,

    I'm pretty sure you need a custom metric for this.

    You could take a look here: https://support.gooddata.com/entries/25065222-How-to-Create-a-Custom-Metric

    It's fairly well explained. To make it easier for yourself I would write out the 'formula' you want to use to calculate the percentage.

    Kay

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  • Jeff Ma
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    Kay,

     

    I got it to work using a custom metrics. One last question, would you know how to get it to calculate above 100%? For example, if a agent solves 104 out of 100 assigned, it would be above 100, but the chart I have just stops at 100, it doesn't show above that. Thanks.

     

    -Jeff

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  • Kay
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    Hi Jeff,

    Then something's not right, the metric should be able to go above 100%. Could you please share what, and how you did it?

    Kay

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  • Jeff Ma
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    I used SELECT AVG (# Tickets Solved / # Tickets)

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