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Zendesk Explore - Calculating weighted average

Answered


Posted Feb 09, 2022

Hi all,

Is there a way to calculate weighted average in queries in Tickets and Ticket updates datasets?

Have been looking into a workaround but I don't seem to find any resources.

Thanks! 


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3 comments

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Dane

Zendesk Engineering

@Katernia,
 
Unfortunately, extracting data from two datasets is not possible in a query. Therefore, getting the weighted average from both dataset is not possible. I'll mark this as a feedback. Your use case is definitely on point and will provide more flexibility to our reporting. 

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Hi Dane!

Thank you for your reply.

I think I wasn't clear - I am sorry. We'd be good with calculating weighted average in either of those datasets.

For the time being I haven't yet found a way to do this - we can only calculate average through the re-built options and I was thinking that maybe it could be possible through a custom metric.

Thanks! 

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image avatar

Dane

Zendesk Engineering

@Katerina,
 
There's no direct way to count the weighted average of metrics. The most practical option is to create report individually and export it to a spreadsheet to perform the calculations.
 
Another option is to create multiple calculated metrics that will include the Achieved/Goal*Assigned Weight then get the SUM/TOTAL of the results. Let me give you an example in spreadsheet.
 
Sample Formula:
 
(COUNT(Solved tickets)/100)*0.5
 

 
Sample Query: 
 

 
 
 
 

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