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VALUE aggregator can't be used with calculated metrics. Try another aggregator
Answered
Posted Jun 07, 2023
Hi,
I have a calculated metric below which worked fine for months and now all of a sudden I replicated the metric to use a different value and receiving an error.
Error: VALUE aggregator can't be used with calculated metrics. Try another aggregator.
IF (VALUE(First reply time - Business hours (hrs)) < 10)
THEN [Ticket ID]
ENDIF
I then have a Result metric calculation to calculate the %.
In https://support.zendesk.com/hc/en-us/community/posts/4413237775514-Help-with-creating-Explore-report-to-measure-that-took-longer-than-XX-time-to-reply-to the VALUE aggregator is also used.
0
22
22 comments
Official
Eugene Orman
James Bransden
It is a fair point. We didn't enforce users from using the VALUE aggregator before, but in the majority of the cases, it didn't work well with the calculated metrics and resulted in broken reports or miscalculations. That's why we advised users only to use it with the database-level metrics as documented here.
Now, the formula validation restricts VALUE aggregator usage with calculated metrics.
You can easily fix your calculations by using the database-level metric, like this:
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Troels Lemming Müller
Hi Eugene
I can't get this to work with Unsolved tickets age.
We used to have a brackets created with:
But Unsolved tickets age (min) is also an calculated metric so no quick fix.
Right now, I'm using the pre-built metric Unsolved tickets age brackets instead but would like to make my own backets.
Would this really be the solution?:
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Eugene Orman
Troels Lemming Müller, the syntax you provided above is correct. Glad that you found the solution. The results should be identical to the previous version of the formula but if some of the results will feel off let me know here.
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Franck BADIN
Hello Eugine and Zendesk users,
I have a similar problem now counting the number of unsolved tickets based on their current age.
For example to figure out the number of tickets with more than 90 days baklog age I was using this Standard Caluclated Metric:
IF (VALUE(Unsolved tickets age (days)))>90
THEN [Ticket ID]
ENDIF
Then Count that metric in my explore report.
Now I receive the error message regaring VALUE use.
What workaround do you recommand?
Best regards
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Eugene Orman
Franck BADIN,
The same workaround that Troels shared above will work for you.
Before
Arter
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Franck BADIN
Hello,Eugene Orman I belive we have a slight misandrestanding.
I need tos have the number of non closed tickets tthat have a backlog age more than XX hours/days.
So I guess there should be an argument before to pinpoint to the non closed tickets.
When I use the formula you provided me with with a COUNT I have more than 30k where Is should have 3
Could you advise.
Best regards
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Troels Lemming Müller
Hi Franck
In my case I had a filter in place already so I didn't need it, but you can do something like:
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Franck BADIN
Thank you Troels for your Uber fast answer.
Unfortunately I still have an isuue.
When trying to coount the number of backlog tickets that have more than 70 days:
IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed")
THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_minutes")*60*24*70
ENDIF
I have the same result as the total backlog tickets.
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Troels Lemming Müller
Hi Franck
Unfortunately, I haven't had the need to add something like this as a calculated metric.
So, it might be something like:
else Eugenes input might be needed.
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Franck BADIN
Hello Troels,
That seem to work fine.
Thank you very much.
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James Bransden
Hi Eugene Orman thanks for the assistance on this, seems to working.
Thanks,
James
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Jason Brown
We use VALUE to nest logic statements in calculated metrics. This lets us create and update calculated metrics by updating a single source calculated metric, instead of going through and updating multiple metrics with the needed changes.
While we can go in and update each calculated metric to fix this, this makes creating and maintaining metrics much harder.
Are there any plans to reintroduce some type of metric handling now that this limitation has been introduced?
For example:
Initial Metric (Returned to Tier 1):
IF ([Changes - Field name]="status"
AND ([Changes - Previous value]="pending"
OR [Changes - Previous value]="solved")
AND [Changes - New value] ="open"
AND [Ticket group] = "Tier 1")
THEN [Ticket ID]
ENDIF
Child Metric:
IF (
VALUE(Returned Tier 1) != NULL
AND [Update - Week of year] > [Ticket created - Week of year]
) THEN [Ticket ID]
ELSE NULL
ENDIF
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Steven Hampson
I have the same issue, can anyone help please? I was using a series of standard calculated metrics like:
We have our own brackets that are different from the built in wait time brackets. Now the formula does not work, I have tried the SUM aggregator and get a green tick, but no results. Not a 0, just nothing i.e. blank.
I've tried so many variations of this and I'm at my wit's end.
Thanks,
Steven.
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Troels Lemming Müller
Steven Hampson
What if you try something like:
We're not using chat, so I can't test it.
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Steven Hampson
Hi Troels,
Thanks for the quick response. Yes this did the trick!! Thank you so much, I appreciate it!
Regards,
Steven.
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zAdrian
Hello,
We use this calculated metric (Wait time (hrs)) summing up the time spent only in statuses less than Solved (New+Opem+Pending+On-hold):
And it's used in this formula for defining custom brackets:
Which displays the errors in the attached capture:
Can you please recommend a workaround to define the same formula but with database-level metrics?
Many thanks!
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Troels Lemming Müller
zAdrian
Can you use the metric Full resolution time (min)?
https://support.zendesk.com/hc/en-us/articles/4408834848154-About-native-Support-time-duration-metrics
Then you get something like:
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zAdrian
Troels Lemming Müller. Thanks for your answer.
Using the full resolution time would be less accurate for our interest than the calculated metric, since we want to capture only the times when a ticket was in statuses less than Solved.
From what I know, the full resolution time includes also the time spent in Solved for tickets that were re-opened... correct me if I am wrong.
We want to exclude the period highlighted in the capture from below:
Still looking for alternatives to the calculated metric, with database-level metrics. Hoping that Zendesk experts should be able to help with this, by providing a solution that can easily fix the calculation :)
Otherwise, this change is a downgrade in the service, when no workaround is given to what was possible before.
I will make sure to voice my frustration to our success and account managers that this aggregator was removed for all because there were problems with how it was used by few.
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Lindsey Rhyne
Hi, I'm getting the same error but with a pre-built metric: SLA metric breach time (min). Do you know why that is, or how I can fix it? Trying to create a calculated metric that brackets breach time.
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Evangelina Dalabehera S
Hi,
Same error!
Tried with SUM aggregator but result is just empty. please help!
IF (
(
[Ticket status - Unsorted] = "Solved"
OR [Ticket status - Unsorted] = "Closed"
)
AND [Priority Value] != "Urgent 1"
) THEN
IF (
(
[Tier [formula]] = "Tier 1"
AND
VALUE(First resolution time - Business hours (hrs))
- VALUE(Agent wait time - Business hours (hrs))
<= 48
)
OR (
(
[Tier [formula]] = "Tier 2"
OR [Tier [formula]] = "Tier 3"
)
AND (
(
VALUE(First resolution time - Business hours (hrs))
- VALUE(Agent wait time - Business hours (hrs))
<= 72
AND [Priority Value] = "High 2"
)
OR (
VALUE(First resolution time - Business hours (hrs))
- VALUE(Agent wait time - Business hours (hrs))
<= 168
AND [Priority Value] = "Normal/Low 3"
)
)
)
) THEN
1
ENDIF
ENDIF
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Evangelina Dalabehera S
Hi All,
The above issue is resolved!
Please help on the below metric, here we are trying to get the when the group assignee is changed to another group and how much time spent on previous group assignment.
Where I have calculated metric
IF
ATTRIBUTE_FIX(D_COUNT(Assignment Timestamps - T3 HR Tech), [Ticket ID]) > 0
THEN
IF
[Ticket group] = "T3 HR Tech"
THEN
IF
ATTRIBUTE_FIX(D_COUNT(Assignment Timestamps - T3 HR Tech), [Ticket ID]) > 1
THEN
VALUE(Time Since Last Group Assign (min)) + ATTRIBUTE_FIX(SUM(Time spent in prev group - T3 HR Tech (min)), [Ticket ID])
ELSE
VALUE(Time Since Last Group Assign (min))
ENDIF
ELSE
ATTRIBUTE_FIX(SUM(Time spent in prev group - T3 HR Tech (min)), [Ticket ID])
ENDIF
ENDIF
The calculation for Assignment Timestamps - T3 HR Tech
IF
[Update ticket group] = "T3 HR Tech" AND [Changes - Field name] = "group_id"
THEN
[Update - Timestamp]
ENDIF
The calculation for Time Since Last Group Assign (min)
IF
IN([Ticket status - Unsorted], ARRAY("Solved", "Closed"))
THEN
DATE_DIFF([Ticket solved - Timestamp], DATE([Latest Group Assignment - Timestamp]), "nb_of_minutes")
ELSE
DATE_DIFF(NOW(), DATE([Latest Group Assignment - Timestamp]), "nb_of_minutes")
ENDIF
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Eugene Orman
zAdrian, You can simply replace the nested metric VALUE(Wait time (hrs)) with its formula VALUE(Agent wait time (min))+VALUE(Requester wait time (min)). And perhaps slightly clean the final formula, to get something like this:
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