Custom Metric to show as Key Metric

4 Comments

  • Graeme Carmichael
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    Juan

    I am not sure of the full answer to your problem, but I can offer a clue.

    Where there is no reply to a ticket, the First Reply Time metrics will return null. If your custom metric makes use of the this, it may give unexpected results. To counter that, use:

    • IFNULL([Biz Hrs] First Reply Time (mins) [mdn],0) <= 15

     

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  • Juan Salom
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    Hi Grame, thanks for the info. I tried this idea with both metrics, but I'm afraid I had no progress. One metric is still giving me correct results, the opposite one still won't give me correct results.

    Anyway this gave me the clue and I think you might be right about the null values. Anyhow, I had been trying like crazy to no avail.

    But, I saw something. My issue seems to be that everything seems to work while displaying results as tables (adding Ticket ID or Ticket Subject...), but as key metric it shows "no data" when there should be. 

    With the other metric, no problems displaying as key metrics. 

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  • Graeme Carmichael
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    Juan

    You can make your count metric more robust and cope better when removing ID, subject and other items, by including a data set in the calculation:

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  • Juan Salom
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    Hi Graeme, it's not working either. I tried that and also Select #Tickets Created and similar attributes/metrics, etc with no result. 

    Weird thing is that this simple query I'm attaching shows no results as Key Metric, but it works as table.... 

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