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Metrics, attributes, and filters
Metrics, attributes, and filters, what they mean, and when to use them. Articles about formulas and calculations.
Which dataset should I use to report on omnichannel work?
Edited Oct 30, 2024
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Why is end-user data appearing in my report when I have applied a filter for agents and admins?
Edited Oct 21, 2024
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How can I calculate non-answered calls through the API?
Edited Oct 03, 2024
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Why does the State Detail dashboard show a duration of more than 24 hours for a single day?
Edited Jul 26, 2024
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What does a zero or null value mean for Agent avg used capacity?
Edited Oct 08, 2024
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Why does Explore show that an agent used some of their capacity but accepted no chats or messages?
Edited Jun 30, 2024
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Edited Nov 27, 2023
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How is the Handle time metric calculated in the Messaging tickets dataset?
Edited Aug 29, 2024
4 votes · 13 comments
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Can my report show an average of tickets solved during business days?
Edited Jul 19, 2023
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What's the difference between Ticket group and Update ticket group in Explore?
Edited Jul 04, 2023
0 votes · 5 comments
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Are merged tickets counted as one or two tickets in the total ticket volume?
Edited Jun 30, 2023
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Can I report on who verified a help center article?
Edited Jun 30, 2023
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Why is my data labeled as obsolete in Explore?
Edited Jul 05, 2023
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Can I report on the duration of a ticket field using business hours?
Edited Aug 03, 2023
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Can I report on tickets created after a customer performed a help center search?
Edited Jan 24, 2025
1 vote · 4 comments
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Can you filter Explore reports by unique users?
Edited Jan 24, 2024
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How does Zendesk record its business hour metrics?
Edited Jul 26, 2023
1 vote · 0 comments
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How can I exclude the private comments when merging tickets in Explore?
Edited Mar 24, 2023
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Why does the Explore live dashboard show too many online agents?
Edited Feb 21, 2024
0 votes · 2 comments
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Why does excluding tags on the filter increase the number of results?
Edited Jul 26, 2023
1 vote · 2 comments
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What's the difference between Update ticket ID and Ticket ID in the Updates history dataset?
Edited Mar 20, 2023
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How do I find the right value to use with the "Changes - Previous/New value" attribute?
Edited Sep 30, 2022
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Why is the "First reply time" higher than the "Full resolution time" on my Support dashboard?
Edited Sep 28, 2022
1 vote · 0 comments
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What does Ticket status - Unsorted mean?
Edited Feb 28, 2023
3 votes · 2 comments
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How do I find an attribute value to use in an Explore formula?
Edited Aug 21, 2024
1 vote · 0 comments
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What is the difference between Backlog recorded and Backlog end of period?
Edited Jan 24, 2024
1 vote · 4 comments
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What does the "Null" option mean in my Explore filter?
Edited Jan 24, 2024
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Why isn't a ticket counted in an SLA report even if it has an SLA policy applied?
Edited Jan 24, 2024
2 votes · 0 comments
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Does the first reply time reply take into account business hours?
Edited Jul 26, 2023
3 votes · 22 comments
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How do I replicate the "Duration Since Last Change[Text Field](hrs)" Insights metric in Explore?
Edited Jan 24, 2024
0 votes · 3 comments
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