Metrics, attributes, and filters
Metrics, attributes, and filters, what they mean, and when to use them. Articles about formulas and calculations.
- Can I add inverted commas in the name of my calculated metrics or attributes?
- How is the Handle time metric calculated in the Messaging tickets dataset?
- Can my report show an average of tickets solved during business days?
- What's the difference between Ticket group and Update ticket group in Explore?
- Are merged tickets counted as one or two tickets in the total ticket volume?
- Can I report on who verified a help center article?
- Why is my data labeled as obsolete in Explore?
- Can I report on the duration of a ticket field using business hours?
- Can I report on tickets created after a customer performed a help center search?
- Can you filter Explore reports by unique users?
- How does Zendesk record its business hour metrics?
- How can I exclude the private comments when merging tickets in Explore?
- Why does the Explore live dashboard show too many online agents?
- Why does excluding tags on the filter increase the number of results?
- What's the difference between Update ticket ID and Ticket ID in the Updates history dataset?
- How do I find the right value to use with the "Changes - Previous/New value" attribute?
- Why is the "First reply time" higher than the "Full resolution time" on my Support dashboard?
- What does Ticket status - Unsorted mean?
- How do I find an attribute value to use in an Explore formula?
- What is the difference between Backlog recorded and Backlog end of period?
- What does the "Null" option mean in my Explore filter?
- Why isn't a ticket counted in an SLA report even if it has an SLA policy applied?
- Does the first reply time reply take into account business hours?
- How do I replicate the "Duration Since Last Change[Text Field](hrs)" Insights metric in Explore?
- What is the difference between the metrics Call wait time and Call answer time?
- What is the difference between COUNT and D_COUNT?
- What is the difference between the solved tickets and tickets solved metrics?
- What is the difference between Attempts and Answers in Explore Answer Bot reporting?
- What is the difference between public comments and agent replies in reporting?
- How are one-touch resolutions calculated?
- Can I add inverted commas in the name of my calculated metrics or attributes?
- How is the Handle time metric calculated in the Messaging tickets dataset?
- Can my report show an average of tickets solved during business days?
- What's the difference between Ticket group and Update ticket group in Explore?
- Are merged tickets counted as one or two tickets in the total ticket volume?
- Can I report on who verified a help center article?
- Why is my data labeled as obsolete in Explore?
- Can I report on the duration of a ticket field using business hours?
- Can I report on tickets created after a customer performed a help center search?
- Can you filter Explore reports by unique users?
- How does Zendesk record its business hour metrics?
- How can I exclude the private comments when merging tickets in Explore?
- Why does the Explore live dashboard show too many online agents?
- Why does excluding tags on the filter increase the number of results?
- What's the difference between Update ticket ID and Ticket ID in the Updates history dataset?
- How do I find the right value to use with the "Changes - Previous/New value" attribute?
- Why is the "First reply time" higher than the "Full resolution time" on my Support dashboard?
- What does Ticket status - Unsorted mean?
- How do I find an attribute value to use in an Explore formula?
- What is the difference between Backlog recorded and Backlog end of period?
- What does the "Null" option mean in my Explore filter?
- Why isn't a ticket counted in an SLA report even if it has an SLA policy applied?
- Does the first reply time reply take into account business hours?
- How do I replicate the "Duration Since Last Change[Text Field](hrs)" Insights metric in Explore?
- What is the difference between the metrics Call wait time and Call answer time?
- What is the difference between COUNT and D_COUNT?
- What is the difference between the solved tickets and tickets solved metrics?
- What is the difference between Attempts and Answers in Explore Answer Bot reporting?
- What is the difference between public comments and agent replies in reporting?
- How are one-touch resolutions calculated?