I'm trying to create report with several metrics and I'm having difficulty making any of them work in explore. I'm not too familiar with explore so I think I'm struggling with how the metrics should be written.
1. Trying to create a report with "# Tickets Created" and "# Tickets Solved" in a given month. I was looking through recipes and it says that I'm supposed to use the "Support: Ticket Updates". When putting this together, the "# Tickets Solved" does not match what the event report in insights. When drilling down, some tickets being solved (and updated) in the given month are not counting in the explore report while they are in the insights report. What would be the issue here?
2. I'm trying to create a cycle time to see how long tickets are taking to solve on average. I feel like I'm missing something with the structuring with this metric. The metric should display the number of days on average it takes to solve.
AVG of DATE_DIFF([Ticket solved - Date],[Ticket created - Date],"nb_of_days")
3. Finding the number of tickets solved before/on their due date. This metric should only return the number of solved tickets that have been solved before/on their due date.
IF ([Ticket solved - Date]<=[Ticket due - Date])
THEN COUNT(Tickets solved)
4. Finding the percent of tickets solved before/on their due date. Using the above metric to then create a percent of the tickets solved in the given month.
COUNT(# within Due Date)/COUNT(Tickets solved)
Hopefully this is descriptive enough for someone to lend a hand.
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