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Explore recipes


Trending Explore recipes: January 2025

We know you find our Explore recipes helpful for learning Explore and discovering real-life scenarios. However, the...

Edited Feb 07, 2025

1 vote  ·  4 comments

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Explore recipes reference

What's my plan? To help you get the most from Explore, we've compiled a selection of recipes that help you set up re...

Edited Jan 22, 2025

14 votes  ·  80 comments

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Explore recipe: Filtering reports by date with the new dashboard experience

In this recipe, you'll understand how to use Explore to filter multiple reports from the new dashboard experience. T...

Edited Jan 22, 2025

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Explore recipe: Reporting on suggested first replies

You must have the Advanced AI add-on to use this feature. In this recipe, you’ll learn how to report on your agents...

Edited Oct 04, 2024

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Explore recipe: Reporting on the auto assist feature of agent copilot

You must have the Advanced AI add-on to use this feature. In this Explore recipe, you’ll learn how to create two re...

Edited Dec 20, 2024

0 votes  ·  4 comments

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Explore recipe: Displaying specific values to select from in a data filter on a dashboard

In this Explore recipe, you'll learn how to display only specific values from a drop-down list field in a dashboard...

Edited Jul 23, 2024

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Explore recipe: Reporting on custom omnichannel queue performance

Note: This recipe works only in the Explore beta dashboard builder. If you’ve created custom omnichannel queues, ...

Edited Sep 24, 2024

0 votes  ·  9 comments

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Explore recipe: Reporting on searched phrases in the help center

What's my plan? In this recipe, you'll learn how to report on searches your users performed in your knowledge base t...

Edited Jun 21, 2024

3 votes  ·  1 comment

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Explore recipe: Reporting on tickets with a first reply time greater than 1 hour

In this Explore recipe, you'll learn how to report on tickets where the first reply time is greater than one hour. ...

Edited Jun 21, 2024

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Explore recipe: Reporting on chat requesters by chats received brackets

In this Explore recipe, you'll learn how to create a report that organizes chat requesters into brackets based on th...

Edited Jun 21, 2024

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Explore recipe: Time Tracking app - Measuring update handling time

In this recipe, you'll learn how to report on handling time per update. You can use this information to report on i...

Edited Jun 21, 2024

1 vote  ·  15 comments

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Explore recipe: Time Tracking app - Measuring ticket handling time

In this recipe, you'll learn how to report on handling time per ticket. You can use this information to analyze age...

Edited Dec 03, 2024

2 votes  ·  3 comments

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Explore recipe: Reporting on agent state

In this recipe, you’ll learn how to report on agent status. This helps you understand how your agents are spending ...

Edited Jun 21, 2024

0 votes  ·  5 comments

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Explore recipe: Tracking metrics for child tickets based on the parent ticket ID

This recipe will help you track metrics for child tickets created through side conversations. It requires that you ...

Edited Jun 21, 2024

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Explore recipe: Tickets with public agent comments

In this Explore recipe, you'll learn to create a report that shows all tickets with public agent comments. You can ...

Edited Jun 21, 2024

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Explore recipe: Reporting on first reply time for messaging tickets

In this Explore recipe, you’ll learn how to report on first reply time for messaging tickets. This metric tells you...

Edited Jun 21, 2024

0 votes  ·  4 comments

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Explore recipe: Reporting on custom ticket statuses

In this recipe, you’ll learn how to report on custom ticket statuses. Custom ticket status attributes are available...

Edited Jun 21, 2024

1 vote  ·  7 comments

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Explore recipe: Reporting on the number of reopened tickets by end users

In this recipe, you'll learn how to create a report that shows the number of tickets reopened and filter by the rol...

Edited Jun 21, 2024

2 votes  ·  4 comments

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Explore recipe: Reporting on maximum capacities with omnichannel routing

In this recipe, you’ll learn how to use Explore to determine whether an agent’s maximum capacity is set appropriate...

Edited Jun 21, 2024

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Explore recipe: Reporting on length of recorded calls by year and month

In this Explore recipe, you'll learn how to create a report that shows how many calls include a recording in the ...

Edited Jun 21, 2024

4 votes  ·  1 comment

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Explore recipe: Creating a dashboard to report on live agent status

Note: This recipe works only in the Explore beta dashboard builder. If you've turned on omnichannel routing, you ca...

Edited Jun 21, 2024

0 votes  ·  3 comments

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Explore recipe: Creating a stepped trend line

In this Explore recipe, you'll learn how to create a report with a stepped trend line. You can manually set the tre...

Edited Jun 21, 2024

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Explore recipe: Reporting on IVR keypresses based on ticket tags

If you use omnichannel routing, you can automatically apply tags to tickets based on the keys that users press in y...

Edited Jun 21, 2024

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Explore recipe: Breakdown of CSAT by customer sentiment

You must have the Advanced AI add-on to create the report described in this article. In this recipe, you'll learn ...

Edited Oct 09, 2024

1 vote  ·  0 comments

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Explore recipe: Calls abandoned waiting over 10 seconds

In this recipe, you'll learn how to create a report that shows the number of abandoned calls and compare it to aban...

Edited Jun 21, 2024

1 vote  ·  0 comments

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Explore recipe: Reporting on the volume of tickets generated by group each hour

What's my plan? In this recipe, you'll learn how to create a report that shows the volume of tickets generated in e...

Edited Jun 21, 2024

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Explore recipe: Reporting on the number of reopened tickets per day

What's my plan? In this recipe, you'll learn how to create a report that shows the number of tickets that were reop...

Edited Jun 21, 2024

0 votes  ·  4 comments

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Explore recipe: First priority value of a ticket

This Explore recipe shows you how to report on the initial priority of a ticket. Even if the ticket's priority was ...

Edited Jun 21, 2024

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Explore recipe: Reporting on tickets solved within business hours using a custom metric

In this Explore recipe, you'll learn how to create a report that shows the COUNT of tickets solved within business ...

Edited Jun 21, 2024

0 votes  ·  3 comments

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Explore recipe: Reporting on customer satisfaction sent by email

What's my plan? In this Explore recipe, you'll learn how to create a report that shows a log of customer satisfacti...

Edited Jun 21, 2024

0 votes  ·  0 comments

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