Use "Assignee" as a dynamic metric filter

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Tiziano Di Rauso

Data ultimo post: 18 apr 2024

Found this is a limitation while trying to compare Agent metrics against global team metrics.
While it is doable hardcoding individual agent metrics one at a time as s discussed here , It is currently not possible to create a unique metric to dynamically compare individual agent metrics against the whole team.

Instead of having to hard code metrics for each agent, it should be possible to create a dynamic metric that adjusts itself based on the dashboard filters. 

This way the "Assignee" dropdown could be used to switch across agents, while the report and dashboard remains unique.

 

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      Eugene Orman

      Hi Tiziano, 
       
      You can use the ATTRIBUTE_FIX function to ensure that your metric is not sliced by the attributes used in the report or dashboard. Check this article for more details -  https://support.zendesk.com/hc/en-us/articles/4408845551258-Working-with-aggregation-level-functions. 
       
      For example, if your metric formula is ATTRIBUTE_FIX(COUNT(Tickets)), none of the attributes will slice this metric.  
       

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      Sana Stephens

      Has there been any movement on this enhancement request?

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      Shawna James

      Hello Tiziano, 
       
      Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review, and for future reference, here’s our product feedback template. This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. You do not need to update your post now but we would appreciate it in the future if you could utilize the template.
       
      For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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