Explore Metric - Tickets Solved in Under 24 Business HoursAnswered
I run a weekly and monthly report showing some ticket resolution numbers. Under Insights I was able to use the following metric to show me how many tickets were solved within 24 business hours.
SELECT # Tickets WHERE (SELECT [Biz Hrs] Full Resolution Time (hrs) [Mdn] BY Ticket Id)BETWEEN 0 AND 24
How would l set this same metric up for use in Explore on a similar query?
Hey Graham, if you want to create a custom metric in Explore, go to the calculations menu in a query (the calculator on the right) and choose standard calculated metric. From there you can create a similar metric. Metrics don't need the select or where part of the statement in Explore - just the select side. The comments in this Explore Recipe article has a few different types of metric calculations if you want to get a feel for how they work in Explore: https://support.zendesk.com/hc/en-us/articles/360022368053-Explore-recipe-Reporting-on-full-resolution-time
However, you can also just use the standard Zendesk metric, Full resolution time, and then use Result Manipulation > Metric filter to only see tickets with a Full resolution time between 0 and 24 hrs. This way you do not have to build a separate metric. You would take this step in each individual query.
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