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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?

Question Which dataset should I use to report on omnichannel work? Answer Currently there are three datasets availabl...

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?

Question I generated a report to track user activity and applied a filter to display only agents and admins. However,...

Edited Oct 21, 2024

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How can I calculate non-answered calls through the API?

Question I want to use the Incremental Calls Export endpoint to extract data about non-answered calls in Talk. Then, ...

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?

Question On the State Detail tab of the Zendesk Omnichannel: Agent State and Activity dashboard, the Duration column ...

Edited Jul 26, 2024

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What does a zero or null value mean for Agent avg used capacity?

Question In the prebuilt omnichannel agent state and activity dashboard, the Agent avg used capacity column shows eit...

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?

Question In the prebuilt omnichannel agent state and activity dashboard, the Accepted count column shows 0, but the A...

Edited Jun 30, 2024

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Can I add inverted commas, parentheses, or brackets in the name of my calculated metrics or attributes?

Question Can I include quotation marks, parentheses, or square brackets in the name of calculated metrics and attribu...

Edited Nov 27, 2023

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How is the Handle time metric calculated in the Messaging tickets dataset?

Question In the Messaging tickets dataset, how is the Handle time metric being calculated? Answer The Handle time met...

Edited Aug 29, 2024

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Can my report show an average of tickets solved during business days?

Question How can I calculate the average of tickets solved during business days (Monday to Friday)? Answer You can us...

Edited Jul 19, 2023

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What's the difference between Ticket group and Update ticket group in Explore?

Question Do the Ticket group and Update ticket group attributes refer to the same values? Answer No, these have diffe...

Edited Jul 04, 2023

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Are merged tickets counted as one or two tickets in the total ticket volume?

Question Are merged tickets counted as one or two tickets in the total ticket volume? Answer Zendesk Explore consider...

Edited Jun 30, 2023

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Can I report on who verified a help center article?

Question Can I report on who verified a help center article? Answer Yes, you can report on who verified a help center...

Edited Jun 30, 2023

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Why is my data labeled as obsolete in Explore?

Question Why do some metrics or attributes appear as "Obsolete"? Answer If a metric or attribute is marked as obso...

Edited Jul 05, 2023

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Can I report on the duration of a ticket field using business hours?

Question I want to report on how long a ticket sits in a specific ticket status within a group of agents. Can I repor...

Edited Aug 03, 2023

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Can I report on tickets created after a customer performed a help center search?

Question Can I create a report that shows me the number of tickets created after a customer first searches for an ans...

Edited Jan 24, 2025

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Can you filter Explore reports by unique users?

Question Is it possible to create a report about a specific user Answer Yes, you can filter most reports by a specifi...

Edited Jan 24, 2024

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How does Zendesk record its business hour metrics?

Question How does Zendesk record its business hour metrics? Answer Zendesk has two different types of native metrics....

Edited Jul 26, 2023

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How can I exclude the private comments when merging tickets in Explore?

Question When merging tickets, private comments are applied to the tickets. How can I exclude the private comments wh...

Edited Mar 24, 2023

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Why does the Explore live dashboard show too many online agents?

Question The Explore live dashboard shows too many agents online in the Support - Agents online metric. Where is this...

Edited Feb 21, 2024

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Why does excluding tags on the filter increase the number of results?

Question I created a report in Explore. As I am trying to exclude ticket tags from my report, the results unexpectedl...

Edited Jul 26, 2023

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What's the difference between Update ticket ID and Ticket ID in the Updates history dataset?

Question In the Updates history dataset in Explore, I see the attributes Update ticket ID and Ticket ID. What's the d...

Edited Mar 20, 2023

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How do I find the right value to use with the "Changes - Previous/New value" attribute?

Question I'm using the Changes - Previous value or Changes - New value attribute from the Updates history dataset in ...

Edited Sep 30, 2022

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Why is the "First reply time" higher than the "Full resolution time" on my Support dashboard?

Question Why is the median first reply time higher than the median full resolution time on my default Support dashboa...

Edited Sep 28, 2022

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What does Ticket status - Unsorted mean?

Question What does Ticket status - Unsorted mean in Zendesk Explore metrics? Answer Ticket status attribute is design...

Edited Feb 28, 2023

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How do I find an attribute value to use in an Explore formula?

Question How do I find an attribute value to use in an Explore formula? Answer Most values for attributes can be foun...

Edited Aug 21, 2024

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What is the difference between Backlog recorded and Backlog end of period?

Question What is the difference between Time - Backlog recorded and Time - Backlog end of period? Answer If you use ...

Edited Jan 24, 2024

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What does the "Null" option mean in my Explore filter?

Question What does the "Null" option mean in the Explore filter on my dashboard? Answer The Null option represents th...

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?

Question I have a ticket where the Service Level Agreement (SLA) policy was applied but does not show on my report fo...

Edited Jan 24, 2024

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Does the first reply time reply take into account business hours?

Question Does the first reply time reply take into account business hours? Can I report on first reply time from 8 am...

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?

Question Insights has a metric called Duration Since Last Change[Text Field](hrs). Where do I find that metric in Exp...

Edited Jan 24, 2024

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