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  1. Zendesk help
  2. Explore
  3. Explore advice and troubleshooting
  4. Metrics, attributes, and filters
  1. Zendesk help
  2. Explore
  3. Explore advice and troubleshooting
  4. Metrics, attributes, and filters

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?
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