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Option for percentile as aggregator

Answered
Micah Rainey

Median is a great start as an aggregator, but in some cases rather than knowing what value 50% of tickets fall into, you'd like to know the 80th or 90th percentile (for example, 90% of our tickets are answered within X business hours). This can be approximated with attribute brackets and a result path calculation to see what % of tickets fall into each bracket, but there's no easy way to get the exact percentile value, which can be necessary for the most insightful reporting.

14 Comments

  • Official comment
    Eugene Orman
    Zendesk Product Manager

    Hi everyone, 

    Thank you for showing such a great interest in the percentile feature. It is on our radar, but we haven't included it on our 9-months roadmap. We understand the importance of the percentiles and will work on bringing this feature into Explore, but we need to finalise a few other projects first. 

    Please continue voting and living your comments here, this will help us prioritise this feature. 

  • Job Thomas

    💯 it's odd that this is missing as an option

    9
  • Fernando Borcel

    +1!!

    Bump! This is a much needed feature. We measure SLA as a function of percentile (80% of cases solved in < XX hours).

    8
  • Kyle O.

    +1

    My favorite report takes different percentiles of response times at factors of 10. It's my favorite way to determine how widespread a problem is.

    4
  • Simone Pace
    • Edited

    +1

    It was possible to do this with GoodData but not anymore in Explore.

    5
  • Chris Wilson

    +1!  This is VERY much needed, especially when looking at datasets that are very different between Median and Averages.

    5
  • Armando Romo

    I can't believe Zendesk doesn't have this. We're reverting back to Google Sheets.

    4
  • Katie Duck

    +1, would really love to have this option

    2
  • Sean Nelson

    +1 - Could really use the percentile calculation, very important for key metrics of ours

    3
  • Antonio

    +1! We also need to know that 95% of our tickets are answered within X minutes or hours. 

    4
  • Garry R.

    Same as all the above! WE NEED this function. BUMP BUMP BUMP

    4
  • Jørgen Koren Sivesind

    Any news on this?

    2
  • Daiana Cordoba

    +1! Really need to be able to use the percentile calculation. Median is great but 90th or 80th percentile are a must have as well

    2
  • Marcel Nerv

    Hi there, any news on this feature?

    0

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