Thibaut

Katerina Louka
Currently we can only add a tag to one query at a time, however I believe this is a great idea and if you want you can add your feedback here: Feedback - Reporting and analytics (Explore)
We keep a close eye on those threads to improve the product constantly!

Hi George Ntatianidis

I created a ticket for you so I can take a look directly at your issue. 
You will receive a notification about it soon. 

Question

Is it possible to track subsequent response time in Explore? 

Answer

No, it is not possible to report on the duration between the first end-user response and the subsequent agent replies. Unlike first reply time, subsequent reply times are not explicitly captured by the metrics in Explore.

For more information, see this article: Metrics and attributes for Zendesk Support.

Hi @...
Your company isn't in trouble :)

Indeed those results seems odd, I created a ticket for you in order to take a look directly at what went wrong. You should receive a notification about it soon. 

Hello,

This error would be due to Explore's limit being reached as explained here: Why do I receive a “Network error” in my query?

I would suggest you to reduce the date range of N1 and N2 in order to not go beyond the 50 000 rows, the limit can not be changed or modified so reducing the date range would be the best option.

Hi Dinara, 

In order to create this query you will first need to create a standard calculated attribute like this one: 

With this formula: 

IF INCLUDES_ALL([Ticket tags], "classical") THEN "Classical"
ELIF INCLUDES_ALL([Ticket tags], "electric") THEN "Electric"
ELIF INCLUDES_ALL([Ticket tags], "bass") THEN "Bass"
ENDIF

You will need to change the tags I used for the example with your own tags. 

Then you will need to create two date range calculated metrics like this one : 

Original metric: Tickets
Defined on: Ticket created

Then select the date range for N1, and reproduce the same for N2. 

Finally you will need to create two advanced fixed metrics like this: 

With this formula :

IF ([Ticket created - Date]>="2021-04-04"
AND [Ticket created - Date]<="2021-05-18")
THEN [Ticket ID]
ENDIF

You will need to change the dates to reflect N1 and on the second one, N2. 

Then you can finally place those new metrics and attribute in your query to have something like this: 

You can find here the related articles: 
- Getting started with custom metrics and attributes
- Adding time and date calculated metrics
- Adding fixed calculated metrics

Have a great day :)