Jeremy Kendall

Elaine Thanks so much for your help! I appreciate the clarity! Have a great week.

I usually move my labels to be inside the viz (if possible). Or move the legend to the top or bottom, and elongate the report up/down.

1. Select the Table visualization type.
2. Add a date filter.
3. Add a date field to the Rows section ("Ticket Created - Week" or "Ticket Created - Year and Week").
4. Add the metrics "D_COUNT(Tickets)" and "COUNT(Tickets)".
5. On the right menu bar, go to Result manipulation, then Result path calculation. Under "COUNT(Tickets)", in the Pattern box, select "% of difference", then in the Path box, select "On rows", and in the Reference box, select "Previous element".
6. Click Apply.

I need guidance on how to update my work in order to accommodate the following restrictions:

• "If a report has more than 50,000 rows, results are truncated at the first 50,000 rows. Rows that are processed as part of a formula also count toward this limit." -- How do I handle year-over-year volume reports? We receive several thousand tickets every month, and our ticket volume follows a yearly pattern. Aggregating this data involves many, many rows.
• "Filters: 10" -- We have very flexible dashboards that allow users to find information in many necessary ways. Will there be a user-facing warning when too many filters are selected? Does this limit include filters that are saved in a dashboard-embedded report, but are otherwise not editable via user selection in the dashboard?
• "Nesting calculated attributes inside of other calculated attributes or metrics is not recommended. Doing so exponentially increases the complexity of the report, resulting in potentially poor performance." -- Zendesk cannot provide all of the metrics that every customer needs. Zendesk acknowledges this, giving customers the ability to create custom fields. Are we not able to create custom metrics on custom fields anymore? This is a HUGE hindrance to our ability to understand our data.
• "Live dashboards open per account: 100" -- Zendesk still does not allow admins to view every dashboard that exists on their account. How do I know how many dashboards are on our account if some dashboards were never shared with me? Is there a place to view them all? This support thread has been open for two years: https://support.zendesk.com/hc/en-us/community/posts/4409222580634-Admins-should-see-ALL-Dashboards-even-if-not-shared-to-them 
• "Applied filters on a live dashboard: 5 attribute values per filter" -- Again, we need the ability for end users to explore the data and drill down in order to identify trends and diagnose issues. This often includes selecting more than 5 attribute values in a single filter.
• "Reports per tab: 35" -- Each KPI counts as its own report. I often insert a KPI beside a visualization for ease of use, so my report limit (report + KPI) will be 17. I would consider re-working the dashboards using the "Change attribute" tool and bookmarking different filter combinations, but there's also a proposed limit on filters, so that's not feasible.

Thank you for your assistance.

That is great to know! Unfortunately, I cannot use the "Chat: Messaging" dataset in Zendesk Explore because it (for some reason) doesn't have any of our custom fields.

The chat transcripts from Messaging tickets display the timestamp for each message. However, the ticket's metrics are only determined by ticket events, and the entirety of a chat transcript only creates 1 ticket event.

How do I determine the length of time that an Agent spent waiting on a customer to respond to each message? Telling me the Time to Full Resolution isn't very useful for volume/staffing questions if I don't know how much idle time each Agent spends waiting on customer responses.

Ex: Time to Full Resolution is 20 minutes, so I should expect Agents to solve 3 tickets per hour. The reality, as shown by manually evaluating chat transcripts, is that Agents spend 15 minutes waiting on customer responses during each ticket, and only 5 minutes actually working on a ticket. So an Agent's hourly ticket capacity is actually 12, not 3.

Ahmed Zaid Thanks for your response!

I am familiar with these metrics. The problem is that, if a customer has an advanced issue, we changed the ticket interaction from Messaging to Email in order to give the customer detailed instructions. And then these metrics, such as Requester Wait Time, start taking into account the time between Email responses.

I just want the metrics to display information from Messaging interactions -- not everything from a Messaging ticket, as these tickets often get elevated to Email interactions. I just need these metrics based on the Agent completing Messaging interactions with a ticket before it is escalated to Email.

Ticket 474788 was handled exclusively with Messaging interactions. Ticket 474803 was escalated to Email interactions. I need to know the metrics for the Messaging interactions of ticket 474803, before it was escalated to Email.

The chat transcripts from Messaging tickets display the timestamp for each message. However, the ticket's metrics are only determined by ticket events, and the entirety of a chat transcript only creates 1 ticket event.

How do I determine the length of time that an Agent spent waiting on a customer to respond to each message? Telling me the Time to Full Resolution isn't very useful for volume/staffing questions if I don't know how much idle time each Agent spends waiting on customer responses.

Ex: Time to Full Resolution is 20 minutes, so I should expect Agents to solve 3 tickets per hour. The reality, as shown by manually evaluating chat transcripts, is that Agents spend 15 minutes waiting on customer responses during each ticket, and only 5 minutes actually working on a ticket. So an Agent's hourly ticket capacity is actually 12, not 3.

How do I work around this deficiency in Explore?