• Official comment

  Dan Borrego

  • June 30, 2021 10:38

  Zendesk Customer Care

  When working with metrics, you can always filter it to eliminate the 0 (zero) values on it.

  To do it please navigate to Result manipulation>Metric filter 

  

  When you are in the Metric filter, you will be able to move the selector from zero to 1, Which will eliminate all elements that are resulting in zero in your metric

  Please note in case you have higher values, and you move for example from 0 to 5 all results lower than 5 will be eliminated.

  Please refer to this article to understand better how this will work.

  Selecting the metric result range

  Hope it responds to your question and feel free to send us any other you may have.

  Wish you have a great day!

   

• Otto Lindqvist

  • June 30, 2021 11:04

  Hi,

   

  Thanks for the response. I actually tried that already but it didnt work for me. 

  I tried it first with data sorted by ticket ID, it worked good. This is result without filtering:

  

  This is result after filtering:

  

  So there it goes well. But when using median without filter it gives me 0

  

  With Filter I'm expecting to see around 2 minutes and 23 seconds but what I see is just blanc white report

   

• Samuel TAORMINA

  • July 01, 2021 12:13

  Hi, 

  I have the same problem. I want to display a KPI of a median for "Requester wait time" excluding 0 from calculation but it's seems impossible... 

• Dan Borrego

  • July 12, 2021 13:44

  Zendesk Customer Care

  Hi @... and @...,

  I can confirm this flow won't work for time metrics. 

  For those metric, you will need to create a calculated attribute using this formula 

  IF (VALUE(Requester wait time (min)) =0)
       THEN "0"
  ELSE IF (VALUE(Requester wait time (min)) =NULL )
       THEN "NULL"
       ELSE "OK"
  ENDIF ENDIF

  Then add this new attribute to Filters in your query and filter out "0" and "null"

  

  It will return the result you expect. If you don't intend to filter out zeros, you can edit that part of the formula and only leaves the Null part of it.

  Please feel free to ask any questions you may have.

  Hope you have a great week,

   

• Otto Lindqvist

  • July 14, 2021 07:04

  Thanks Daniel, this works great for me!

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