Calculating a daily update average

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4 コメント

  • Brandon Tidd
    Community Moderator

    Hi Saxon Clay

    Have a quick look at this Explore Recipe - I think it might get you pretty close to the numbers you're after:

    https://support.zendesk.com/hc/en-us/articles/360035018553-Explore-Recipe-Average-replies-per-ticket-for-each-agent-per-day

    Brandon

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  • Jesse Asklund

    Brandon Tidd thanks for that, however, that actually shows the average per ticket. We're looking for the average responses per day over a specific time period.

    I.e. if someone averaged 4 responses a day in December, we want that to report 4. 

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  • Brandon Tidd
    Community Moderator

    Saxon Clay I may be oversimplifying this, but what if you just looked at the metric AVG(Agent Replies) with the attribute Ticket Created - Date.  You can then add filters for Ticket Created - Date (Last Year) and Agent replies bracket (excludes NULL & 0).  Then you can average the row using the Totals configuration - see screenshot below.  Hope this helps!

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  • Saxon Clay

    I think that Totals configuration was the missing piece of the puzzle for us! Thank you very much Brandon Tidd!

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