Extracting Last End-users vs Agents Public Comment Time and Compare in an Explore Table

Hello folks! I'm stuck in a tricky situation extracting specific data in ZenDesk. have some basic HTML knowledge and have been analysing with Explore for quite a while, I find myself struggling to navigate its complexities. Below are the details of my current issue:

Objective of Explore Analysis:

I aim to extract and compare the timestamps of:

1. latest public comments time from end-users
2. latest public comments time agents, and admins

within the same Zendesk Explore table. Ideally 2  timestamps would be displayed side by side in two separate columns to identify tickets with significant time gaps. This would allow my team to quickly detect anomalies for further investigation.

Steps I’ve Taken So Far:

I’ve attempted to build two Standard Calculated Attributes by referencing community and forum examples. Below are the formulas I created:

1. Latest Agent Comment

IF ([Comment public]=TRUE 
AND ([Updater role]="Agent" OR [Updater role]="Admin")
AND DATE_LAST_FIX(
[Update - Timestamp],
[Comment public],
[Updater role],
[Updater name])
=[Update - Timestamp]
) 
THEN [Update - Timestamp]
ENDIF

• Latest End-user Comment Timestamp

IF ([Comment public]=TRUE 
AND ([Updater role]!="Agent" AND [Updater role]!="Admin")
AND DATE_LAST_FIX(
[Update - Timestamp],
[Comment public],
[Updater role],
[Updater name])
=[Update - Timestamp]
) 
THEN [Update - Timestamp]
ENDIF

3 Challenges I Encountered:

1. Empty Values Under same ticket ID: A significant number of blank values appear in the table. Is there a way to implement a ticket ID de-duplication mechanism so that each ticket ID displays the latest end-user and agent/admin comments in a single row? I’ve tried D_COUNT Public Comment and D_COUNT Tickets, but with NO help.

2. Cross-UP of Timestamps: Two Metrics Confusion: 

To my understanding, 2 Standard Calculated Attribute(SCAs) are 100% independent calculated for agents and end-users in the formula, However, when I drill-in the row data, agent timestamps occasionally appear in the end-user column, and vice versa. 

3. Loading Issue with Filtering: 

When attempting to filter both Standard Calculated Attributes for “NULL” values, my report gets stuck on loading. Even narrowing the date range in the "created at" field to a few hours or days - to limit the quantity -  doesn’t resolve this error. 

While I am not a PRO developer, I do have a foundational understanding of HTML and web-based logic. That said, I’ve found myself overwhelmed by the Explore FAQ documentation.  Also tried reaching out to ZenDesk support, but don’t offer guidance on custom formulas.

I truly appreciate Explore's recent updated dashboard styles, it did look good, but find even such very basic report customizing can be code-challenging at times.

Any guidance regarding functions, formula optimizations, or potential solutions to these issues would be greatly appreciated.