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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?
Edited Jun 08, 2023
1 vote · 17 comments
1
Vote
17
Comments
What is the difference between COUNT and D_COUNT?
Edited Apr 26, 2023
17 votes · 6 comments
17
Votes
6
Comments
What is the difference between the solved tickets and tickets solved metrics?
Edited Feb 28, 2023
2 votes · 10 comments
2
Votes
10
Comments
What is the difference between Attempts and Answers in Explore Answer Bot reporting?
Edited Aug 21, 2024
1 vote · 2 comments
1
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2
Comments
What is the difference between public comments and agent replies in reporting?
Edited Oct 07, 2024
3 votes · 20 comments
3
Votes
20
Comments
How are one-touch resolutions calculated?
Edited May 03, 2023
6 votes · 32 comments
6
Votes
32
Comments
How can I convert formulas from English into another language?
Edited Aug 21, 2024
4 votes · 0 comments
4
Votes
0
Comments
Why are some days missing from my reports in Explore?
Edited Aug 21, 2024
0 votes · 1 comment
0
Votes
1
Comment
Why does the Backlog dataset only show the Backlog recorded - Hour as 23?
Edited Jan 24, 2024
2 votes · 0 comments
2
Votes
0
Comments
How is Engagement first reply time calculated when a bot transfers the chat to an agent?
Edited Feb 19, 2024
6 votes · 2 comments
6
Votes
2
Comments
What is the difference between a metric and an attribute?
Edited Jan 24, 2024
2 votes · 0 comments
2
Votes
0
Comments
Troubleshooting errors in Explore formulas
Edited Oct 31, 2024
3 votes · 21 comments
3
Votes
21
Comments
What is the difference between the Tickets, Updates history, and Backlog datasets?
Edited Dec 27, 2023
4 votes · 2 comments
4
Votes
2
Comments
Can I recover deleted custom metrics, reports, or dashboards?
Edited May 04, 2023
2 votes · 7 comments
2
Votes
7
Comments
What is the difference between calls and call legs?
Edited May 04, 2023
3 votes · 11 comments
3
Votes
11
Comments
What is an engagement in Chat?
Edited Feb 20, 2023
7 votes · 4 comments
7
Votes
4
Comments
Why don't I see the Chat dataset or a Chat dashboard within Explore?
Edited Jan 16, 2024
2 votes · 0 comments
2
Votes
0
Comments
If a ticket is created from a live chat and immediately solved, does it count as a one-touch ticket?
Edited Feb 20, 2024
0 votes · 0 comments
0
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0
Comments
Edited Jan 24, 2024
0 votes · 13 comments
0
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13
Comments