Zendesk Explore - Calculating weighted average
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!
-
@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.
-
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!
-
@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:
Please sign in to leave a comment.
3 Comments