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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.


What is the difference between the metrics Call wait time and Call answer time?

Question Can you explain why I see different information when using the metric Call wait time instead of Call answer ...

Edited Jun 08, 2023

1 vote  ·  17 comments

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What is the difference between COUNT and D_COUNT?

Question I see both COUNT and D_COUNT as options for aggregation. Which one should I use? Answer COUNT and D_COUNT, ...

Edited Apr 26, 2023

17 votes  ·  6 comments

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What is the difference between the solved tickets and tickets solved metrics?

Question When creating reports, I noticed that there are multiple different metrics about tickets that are solved. Wh...

Edited Feb 28, 2023

2 votes  ·  10 comments

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What is the difference between Attempts and Answers in Explore Answer Bot reporting?

Question When reporting on Answer Bot activity, I see metrics for Attempts and Answers. What is the difference betwee...

Edited Aug 21, 2024

1 vote  ·  2 comments

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What is the difference between public comments and agent replies in reporting?

Question What options do I have to report on different ticket comment activities in Explore? Answer The metrics Agent...

Edited Oct 07, 2024

3 votes  ·  20 comments

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How are one-touch resolutions calculated?

Question How are one-touch tickets calculated? Answer The one-touch resolution calculation counts any solved or close...

Edited May 03, 2023

6 votes  ·  32 comments

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How can I convert formulas from English into another language?

Question The language of my account isn't English. I copied an English metric or attribute formula from an Explore re...

Edited Aug 21, 2024

4 votes  ·  0 comments

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Why are some days missing from my reports in Explore?

Question My report shows the number of solved tickets each day and uses the attribute Ticket solved - Day of the week...

Edited Aug 21, 2024

0 votes  ·  1 comment

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Why does the Backlog dataset only show the Backlog recorded - Hour as 23?

Question Why does the Backlog dataset only show Backlog recorded - Hour as 23? Answer Because backlog data is capture...

Edited Jan 24, 2024

2 votes  ·  0 comments

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How is Engagement first reply time calculated when a bot transfers the chat to an agent?

Question I have a bot that transfers chats to my agents. How does this impact the Engagement first reply time calcula...

Edited Feb 19, 2024

6 votes  ·  2 comments

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What is the difference between a metric and an attribute?

Question Where can I add metrics and attributes in Explore? When should I choose a metric or an attribute? Answer M...

Edited Jan 24, 2024

2 votes  ·  0 comments

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Troubleshooting errors in Explore formulas

In Explore, you can write formulas that power custom metrics and attributes. To ensure formulas work correctly, cons...

Edited Oct 31, 2024

3 votes  ·  21 comments

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What is the difference between the Tickets, Updates history, and Backlog datasets?

Question What is the difference between these different Support datasets in Explore? In what situation is it better t...

Edited Dec 27, 2023

4 votes  ·  2 comments

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Can I recover deleted custom metrics, reports, or dashboards?

Question I accidentally deleted a custom metric, report, or dashboard from Explore. Can I recover a report or dashboa...

Edited May 04, 2023

2 votes  ·  7 comments

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What is the difference between calls and call legs?

Question When creating a report, I often see call and call legs in the Talk dataset's metrics and attributes. What is...

Edited May 04, 2023

3 votes  ·  11 comments

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What is an engagement in Chat?

Question The Explore dataset for Chat is called Chat engagement and many of the metrics and attributes discuss chat e...

Edited Feb 20, 2023

7 votes  ·  4 comments

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Why don't I see the Chat dataset or a Chat dashboard within Explore?

Question In Explore, why don't I see any Zendesk Chat dashboard in the dashboards library or a Zendesk Chat dataset i...

Edited Jan 16, 2024

2 votes  ·  0 comments

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If a ticket is created from a live chat and immediately solved, does it count as a one-touch ticket?

Question If a ticket is created from a live chat and immediately solved, does it count as a one-touch ticket? Answer ...

Edited Feb 20, 2024

0 votes  ·  0 comments

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What is a non-answered call?

Question What does the metric non-answered calls actually mean? Can you please share some examples? Answer The articl...

Edited Jan 24, 2024

0 votes  ·  13 comments

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