Avg tickets created per day of week - Gooddata

20 コメント

  • Phil Holcombe
    コメントアクション Permalink

    Hi Carrie,

    Just tried this, and it worked fine for me.

    What: # Tickets

    How: Day of Week (Mon-Sun) ( Ticket created)

    Filter: Month/Year Ticket Created = last 3 months.

     

    What are you using, and what is strange about the numbers?

    Phil

    Nexmo

     

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  • Carrie
    コメントアクション Permalink

    Hi Phil,

    Thanks for the info! And sorry I was not more clear.

    I currently have it set up similarly, however it is giving me a total of tickets that have been created on each day. I am looking more for the average number of tickets created on a Monday. I am currently showing 484 tickets over the last 3 months on Mondays, but I generally have less than 100 tickets a day so the data doesn't make sense. I have tried to create a metric for the average but don't seem to be having any luck.

    Thanks!

    Carrie

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  • Phil Holcombe
    コメントアクション Permalink

    Hi Carrie,

    Thanks for the clarification.

    I tried this, and it seemed to work for me.

    SELECT AVG(select # Tickets by Date (Ticket Created]))

    If this doesn't help, you might need some of the real gooddata experts to step up to help.

    Phil

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  • Kevin Pollard
    コメントアクション Permalink

    Worked for me, thanks!

    Phil, I'd like to be able to break-down the results of the average, say by ticket source or organization name. For example, if I have Monday showing an average of 30 tickets were created, I'd like it to be broken down in a Bar Chart to show what part of the average volume of tickets is from voice, email, chat, etc. Other way of thinking about it is to say to chart the average voice, average email, and average chat on top of eachother in a bar chart. When I attempt to do this, the sum of individual averages is greater than entire day sum.

    Would it be better to try to break-down Monday's averages by source instead to show percentage or something? Any help would be appreciated.

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  • Carrie
    コメントアクション Permalink

    It worked! Thank you so much for your assistance Phil!

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  • Phil Holcombe
    コメントアクション Permalink

    @Carrie, I'm delighted it worked.

    @Kevin. I'm not entirely sure I understand your question, and I know others know much more about this stuff than me.

    If you're looking to show the number of tickets that by email on an average day, can't you just add 'ticket via' to the 'how' section in gooddata? I did that, and it showed the average number of tickets by each method ( twitter, email, etc ) per day.

    If you're looking to show what % of tickets arrive by email on a Monday, then I would still add the 'ticket via' to the 'how' section, but then use:

    select # tickets / (select # Tickets by all 'Ticket Via')

    in the 'what'. This seems to give what I think you want.

    Really, I don't think I know this stuff well, so test this suggestion carefully :)

     

    Phil

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  • Graeme Carmichael
    コメントアクション Permalink

    @Phil, that is an excellent solution..

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  • Jennifer Rowe
    コメントアクション Permalink

    Looks like we've got another Insights wizard in the house--joining Graeme and Colin! :) Thanks for helping out, Phil!

     

    1
  • Trond Berglie
    コメントアクション Permalink

    @Phil Hi. I am trying to create this Metric, but only get errors. Could you please specify how you created the Metric? 

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  • Phil Holcombe
    コメントアクション Permalink

    Hi Trond,

    There are couple of metrics mentioned in this post. Can you clarify which you can't get to work? What are you trying to measure?

     

    Phil @ Nexmo

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  • Steph Thommen
    コメントアクション Permalink

    Hi,

    I'm trying to do something similar, but by date, so we can create a forecast:

    I want the total number of tickets received each hour by date. This is working for me:

    What: # Tickets

    How: Day of Week (Mon-Sun) ( Ticket created)

    Filter: Month/Year Ticket Created = last 3 months

    How do I get to showing individual dates rather that a sum over a period of time?

     

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  • Seama Rezai
    コメントアクション Permalink

    Hi @Steph, 

    You could just use Date Ticket Created instead of Day of Week :)

    1
  • Steph Thommen
    コメントアクション Permalink

    Hi Seama,

     

    Thanks for this, it doesn't help sadly. 

    I need the number of ticket, per hour, on each date, in one report.

    I need the information to create a forecast. Which means that unless I absolutely have to, I'd rather have just one report (rather than have to download 365 daily reports for last year. 

    A good tip though, I'm going to try see if I can use this as a starting point, unless there's another solution.

     

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  • Steph Thommen
    コメントアクション Permalink

    For future reference:

    What: # Tickets

    How: Date (Ticket Created), Hour (Ticket Created)

    Filter: None

     

    Thanks @Seama for giving me the solution 

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  • Seama Rezai
    コメントアクション Permalink

    @Steph, 

    Ah, sorry about that! I didn't read it through fully. But I'm glad you figured it out. Thanks for letting me know!

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  • Philip Jacobsen
    コメントアクション Permalink

    Hi,

    I am trying to create a similar report as Carrie did earlier in this thread.
    I chose to follow these steps:

    What (I assume it was a metric that Phil wanted Carrie to create): AVG(select # Tickets by Date (Ticket Created])) 

    How: Day of Week (Mon-Sun) ( Ticket created)

    Filter: Month/Year Ticket Created = last 3 months.

    This is my result:

    It shows 1 ticket Monday, 2 tickets Tuesday, 3 tickets Wednesday etc. 

    I am not sure that this is correct and I would really appreciate any help.  

    Thanks

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  • Madison Davis
    コメントアクション Permalink

    Hi Philip! Looks like we're working with you an existing support ticket already, so I'll let you continue with our team there! 

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  • Eric
    コメントアクション Permalink

    I'm trying to do the same thing but also keep getting errors. Ultimately I'm trying to see what my average number of ticket replies is each day for forecasting purposes. So that if I know that on the average Monday I have an average of 500 agent replies, and then from another report I know that the average agent busts out 20 replies/hr I'll be able to know how many agent/hours I need to schedule on Mondays.

    As a starting point I tried copying and pasting the MAQL 

    SELECT AVG(select # Tickets by Date (Ticket Created]))

    And got a big bucket of errors. Admittedly I'm new at this and probably did something wrong. Anyone have any ideas!?

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  • Madison Davis
    コメントアクション Permalink

    Hi Eric! I'll help you out with this one in our existing ticket.

    For anyone joining this discussion later, operators can be typed, but data objects must be selected from the elements menu, so be wary of copying and pasting metrics to avoid incorrect formulas!

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  • Robert Cabral
    コメントアクション Permalink

    For anyone else having issues, here's a helpful screenshot I got from Support. Again, this is for the AVERAGE number of tickets created by the day of the week. Since there is no built-in metric for this, you'll have to create a custom metric in Gooddata. I'm trying to do the same for "Tickets created by Hour", but not having the expected result. By day of the week works perfectly though.

    Reminder, you have to search for the metrics and attributes, you can't type them out.

     

     

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