Metrics, attributes, and filters
Metrics, attributes, and filters, what they mean, and when to use them. Articles about formulas and calculations.
- How can I exclude the private comments when merging tickets in Explore?
- Why does the Explore live dashboard show too many online agents?
- Why do my metric values increase when I filter my report by multiple tags?
- 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?
- How can I convert formulas from English into another language?
- Why are some days missing from my reports in Explore?
- Why does the Backlog dataset only show the Backlog recorded - Hour as 23?
- How is Engagement first reply time calculated when a bot transfers the chat to an agent?
- What is the difference between a metric and an attribute?
- What is the difference between the Tickets, Updates history, and Backlog datasets?
- Can I recover deleted custom metrics, reports, or dashboards?
- What is the difference between calls and call legs?
- What is an engagement in Chat?
- Why don't I see the Chat dataset or a Chat dashboard within Explore?
- If a ticket is created from a live chat and immediately solved, does it count as a one-touch ticket?
- How can I exclude the private comments when merging tickets in Explore?
- Why does the Explore live dashboard show too many online agents?
- Why do my metric values increase when I filter my report by multiple tags?
- 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?
- How can I convert formulas from English into another language?
- Why are some days missing from my reports in Explore?
- Why does the Backlog dataset only show the Backlog recorded - Hour as 23?
- How is Engagement first reply time calculated when a bot transfers the chat to an agent?
- What is the difference between a metric and an attribute?
- What is the difference between the Tickets, Updates history, and Backlog datasets?
- Can I recover deleted custom metrics, reports, or dashboards?
- What is the difference between calls and call legs?
- What is an engagement in Chat?
- Why don't I see the Chat dataset or a Chat dashboard within Explore?
- If a ticket is created from a live chat and immediately solved, does it count as a one-touch ticket?