95th %-tile calculation.
Hello,
I've sent in a support ticket about how to calculate the 95th %-tile for a first reply time metric. Currently, Explore only gives options for Median and Average reply times. The advice given was results path calculation, however, that only gives what percentage of tickets are a certain category. I've tried to find a workaround in RPC and but this hasn't given correct results.
Does Zen Desk have plans to implement a feature for different %-tile calculations or is there a specific formula I can use?
Thanks
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Hi Micheal, thanks for the question. I did some research on percentile calculations and I can't see a way that you could currently do this in Explore (though it would make a great request in our product feedback section at https://support.zendesk.com/hc/en-us/community/topics/360001200913
One idea you could investigate is using the Zendesk APIs to retrieve the first reply time metrics, writing code to perform the calculation, then writing it back into a custom field in Support (which Explore will read). I'm not a coding or API expert, but it's certainly something that's a possibility.
In the meantime though, I'm not aware of plans to include this, so posting to the feedback section is definitely a good idea. I hope this helps!
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