Calculate 2 calculated metrics
Hi, I have a problem when I want to divide two of my own metrics. I want to get a result from this kind of formula : a/(b/c)
while a is a metric for each assignee name and b is sum of a and c is total of assignee name
I already have 2 metrics, lets call it metric 1 for a and metric 2 for (b/c)
And when I want to divide metric 1 with metric 2, the calculation can't be saved.
Heres the calculation for metric 1 :
IF ([Comment present]) AND ([Update ticket status - Unsorted]="Solved") THEN [Ticket ID] ENDIF
And for metric 2 :
D_COUNT(metric 1)/c while c is reffering as above
Then I create another calculation for metric 3 :
VALUE(metric 1)/VALUE(metric 2)
and it shown nothing
Kindly tell me, did I use a wrong function for metric 2 or 3, bcs for metric 1 is already correct and the result is valid.
Thank you.
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Hello Makmur,
Looks like your question was answered in this post here!
Best regards.
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Thank you Devan.
Can I ask you, where can I find explanation for all field and function in zendesk explore?
I mean function like SUM, VALUE, D_COUNT, COUNT etc not the functions shown in calculation field.
Thank you
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Hey Makmur,
The only Functions reference guide we have available is located here which I believe you've already located: Explore functions reference
Let me know if you have any other questions!
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Thank you Brett!
Actually, right now I want to count time spent in each update. Since there are field like [Update - Hour] , [Ticket Updated - Hour] and [Field changes time - Hour] which I don't really know the differences between these field, so I just want to search all explanation for each field.
Also, one more question, can we get a time spent for a tag?
Thank you.
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Makmur
Unfortunately, it is not possible to find the time spent for a tag.
In the Ticket Updates dataset, attributes under:
- Ticket Field Update Values
- Text Field Changes
- Time - Ticket Update
Refer to the field changes throughout the life of the ticket. These are the events that you see when looking at the changes to a ticket in Support.
I would suggest taking one active ticket and creating a sample report.
Metrics
- Count (Tickets Created)
Rows
- Ticket ID
- Update Timestamp
- Update Date
- Update Hour
- Update ID
- Changes- Field Name
- Changes- Previous Value
- Changes- New Value
You should be able to match the report to the events you see in support.
You can find the full Support attribute reference here.
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Thank you so much Graeme!
After many try, I got the function for my equation, which I used Fixed calculate metrics for divider part (b/c)
But there is still one more problem, this fixed metrics can not change into any filter. Unfortunately, I should create a report for this in every month, which I must use time filter and the metrics doesn't bulge.
So is there any function or command to create this calculation in explore?
Thank you.
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