Average and Median Number of Tickets Created per Hour

6 Comments

  • Gentry Geissler
    Zendesk team member

    Hi Chen,

    Thanks for your question! Can you clarify you were looking for a query that showed both AVG and MED tickets created per hour? If so I made a metric using Totals Result Manipulations to show both Median and Average:

    Metric: Count(Tickets), Columns: Ticket created - Day of week, Rows: Ticket created - Hour.

    Under result manipulation > Totals > Advanced > Add New Total (Attribute:All Columns, Aggregator: AVG) > Add New Total (Attribute:All Columns, Aggregator: MED).

    Hopefully I got the right idea here, but please let us know if you have any other questions!

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  • Chen Shimon

    Hi Gentry,

    Thank you for your answer. 

    My view looks like this: 

    I created a calculated attribute for the hour of the day (Columns)  and I am counting the number of tickets. 

    I tried to use the path you mentioned: Under result manipulation > Totals > Advanced > Add New Total (Attribute:All Columns, Aggregator: AVG) > Add New Total (Attribute:All Columns, Aggregator: MED).

    but I can't see the relevant option :

    Any idea why?

     

    Thank you

     

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  • Dan Kondzela
    Zendesk Customer Advocate

    Hey there Chen!

    I'm not Gentry, but I can tell you the reason you are not seeing this table as Gentry described is due to the Visualization type of your query. Gentry is utilizing a Table, you would need to do the same on your end in order to see the advanced tab described.

    Thanks!

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  • Pam Pauley

    I'm trying to create a query in Explore that just shows the number of average daily tickets created over the last year.

    So far I created the query below and added a Total Result Manipulation > all columns > average. That gives me a column with the daily average over a specified time period (which is great!), but I just want a text box that spits out a single number without me having to hide a bajillion columns from the past year's daily data. 

    Does that make sense? I'm trying my best to do my due diligence for Explore 😅

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  • Taylor Bowser
    Zendesk Customer Advocate

    Hi Pam, 


    There is actually a default metric within the Support: Tickets dataset that calculates the daily average of tickets created: 

     


    This will return a single value reflecting the average across all dates. You can then add a filter for Ticket Created - Date to filter the results to this year. 

     

    Hope this helps!

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  • Nicole S.
    Zendesk Community Team

    re

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