Headline: Avg # Tickets Solved Last Week or Last Month

9 Comments

  • Graeme Carmichael
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    Adam

    A custom metric for tickets solved last month is:

    And for solved last week:

     

     

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  • Adam Reid
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    Thanks Graeme,

    How would I tweak this custom metric to show the Average?

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  • Brett - Community Manager
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    @Graeme thanks for jumping in here :) 

    @Adam can you try the following MAQL to see if that gets you the results you're looking for?

     

    Hope this helps!

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  • Graeme Carmichael
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    Adam

    if you are displaying an average in a headline report, you will need to say what you are basing your average on. 

    For example, you can show the number of tickets solved last month in a headline. If you now want to change that to an average, do you want to show the average per week or per day solved last month or average solved per group or per agent or some other base?

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  • Adam Reid
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    So I'm looking to show my date and group. But like the screenshot I shared in my original post these parameters will change based on what is selected with the filters. 

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  • Adam Reid
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    I've figured out why I was confused here. My understanding was that Gooddata would work out the average based on last week and the full 7 days of that week. 

    What I'm noticing is that Zendesk is that insights is working out the average based on the amount of days that agent was on the week before, not the full 7 days. 

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  • Brett - Community Manager
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    Thanks for sharing your findings Adam!

    Just so I'm understanding, if the agent didn't work on any tickets on a certain day then that is excluded from the average correct? I'm not sure if the following Support Tip related but figured it was worth posting here:

    Including 0 values in Insights reports

    Hope this helps!

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  • Adam Reid
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    Hey Brett,

    This helps with one of our other metrics for sure, and I'm going to apply this Including 0 values in Insights reports to it.

     

    My findings were when you use the the metric SELECT AVG

    Is that the Null values are ignored. so when an agent does not log into Zendesk for a day thats classified as a null value which means the (Avg) is only calculated on the days worked.

    Which when making some metrics can get confusing on why the math doesn't line up.

     

     

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  • Brett - Community Manager
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    Thanks for sharing GoodDatas documentation Adam!

    I wasn't actually aware of this limitation myself so I appreciate you passing this information along.

    I did some additional digging on my end but was unfortunately unable to find an alternative solution around this.

    I'll leave this open in case other members of our community have some guidance.

    Cheers!

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