VALUE aggregator can't be used with calculated metrics. Try another aggregator

Adrian Mitrea, You can simply replace the nested metric VALUE(Wait time (hrs)) with its formula VALUE(Agent wait time (min))+VALUE(Requester wait time (min)). And perhaps slightly clean the final formula, to get something like this: 

IF (VALUE(Agent wait time (min))+VALUE(Requester wait time (min)) <= 4*60) 
     THEN  "0-4 hrs"
ELIF (VALUE(Agent wait time (min))+VALUE(Requester wait time (min))>4*60 AND VALUE(Agent wait time (min))+VALUE(Requester wait time (min)) <= 12*60) 
   THEN  "4-12 hrs"    
ELIF (VALUE(Agent wait time (min))+VALUE(Requester wait time (min))>12*60 AND VALUE(Agent wait time (min))+VALUE(Requester wait time (min)) <= 24*60) 
   THEN  "12-24 hrs"     
ELIF (VALUE(Agent wait time (min))+VALUE(Requester wait time (min))>24*60 AND VALUE(Agent wait time (min))+VALUE(Requester wait time (min)) <= 24*60) 
   THEN  "1-7 days"    
ELIF (VALUE(Agent wait time (min))+VALUE(Requester wait time (min))>24*7*60 AND VALUE(Agent wait time (min))+VALUE(Requester wait time (min)) <= 24*30*60) 
   THEN  "7-30 days"  
ELIF (VALUE(Agent wait time (min))+VALUE(Requester wait time (min))>24*30*60) 
   THEN  ">30 days"  
ELSE  " Unsolved"
ENDIF

Hi All,

The above issue is resolved!

Please help on the below metric, here we are trying to get the when the group assignee is changed to another group and how much time spent on previous group assignment.

Where I have calculated metric

IF
    ATTRIBUTE_FIX(D_COUNT(Assignment Timestamps - T3 HR Tech), [Ticket ID]) > 0
THEN
    IF
        [Ticket group] = "T3 HR Tech"
    THEN
        IF
            ATTRIBUTE_FIX(D_COUNT(Assignment Timestamps - T3 HR Tech), [Ticket ID]) > 1
        THEN
  VALUE(Time Since Last Group Assign (min)) + ATTRIBUTE_FIX(SUM(Time spent in prev group - T3 HR Tech (min)), [Ticket ID])
        ELSE
     VALUE(Time Since Last Group Assign (min))
        ENDIF
    ELSE
        ATTRIBUTE_FIX(SUM(Time spent in prev group - T3 HR Tech (min)), [Ticket ID])
    ENDIF
ENDIF



The calculation for Assignment Timestamps - T3 HR Tech
IF
    [Update ticket group] = "T3 HR Tech" AND [Changes - Field name] = "group_id"
THEN
    [Update - Timestamp]
ENDIF

The calculation for Time Since Last Group Assign (min)

IF
    IN([Ticket status - Unsorted], ARRAY("Solved", "Closed"))
THEN
    DATE_DIFF([Ticket solved - Timestamp], DATE([Latest Group Assignment - Timestamp]), "nb_of_minutes")
ELSE
    DATE_DIFF(NOW(), DATE([Latest Group Assignment - Timestamp]), "nb_of_minutes")
ENDIF

Hi,

Same error!

Tried with SUM aggregator but result is just empty. please help!

IF (
    (
        [Ticket status - Unsorted] = "Solved"
        OR  [Ticket status - Unsorted] = "Closed"
    )
    AND [Priority Value] != "Urgent 1"
) THEN 
    IF (
        (
            [Tier [formula]] = "Tier 1"
            AND
               VALUE(First resolution time - Business hours (hrs))
                        - VALUE(Agent wait time - Business hours (hrs))
                    <= 48
        )
        OR (
            (
                [Tier [formula]] = "Tier 2"
                OR [Tier [formula]] = "Tier 3"
            )
            AND (
                (
                     VALUE(First resolution time - Business hours (hrs))
                        - VALUE(Agent wait time - Business hours (hrs))
                        <= 72
                    AND [Priority Value] = "High 2"
                )
                OR (
                   VALUE(First resolution time - Business hours (hrs))
                        - VALUE(Agent wait time - Business hours (hrs))
                        <= 168
                    AND [Priority Value] = "Normal/Low 3"
                )
            )
        )
    ) THEN
        1
    ENDIF
ENDIF

Hi, I'm getting the same error but with a pre-built metric: SLA metric breach time (min). Do you know why that is, or how I can fix it? Trying to create a calculated metric that brackets breach time. 

IF (VALUE(SLA metric breach time (min))/60 <= 4.0) THEN "0-4 hrs"

Troels Lemming Müller. Thanks for your answer.

Using the full resolution time would be less accurate for our interest than the calculated metric, since we want to capture only the times when a ticket was in statuses less than Solved.

From what I know, the full resolution time includes also the time spent in Solved for tickets that were re-opened... correct me if I am wrong.

We want to exclude the period highlighted in the capture from below:

Still looking for alternatives to the calculated metric, with database-level metrics. Hoping that Zendesk experts should be able to help with this, by providing a solution that can easily fix the calculation :)

Otherwise, this change is a downgrade in the service, when no workaround is given to what was possible before.

I will make sure to voice my frustration to our success and account managers that this aggregator was removed for all because there were problems with how it was used by few.

Adrian Mitrea

Can you use the metric Full resolution time (min)?

https://support.zendesk.com/hc/en-us/articles/4408834848154-About-native-Support-time-duration-metrics

Then you get something like:

IF (VALUE(Full resolution time (min)) <= 4*60) 
     THEN  "0-4 hrs"
ELIF (VALUE(Full resolution time (min))>4*60 AND VALUE(Full resolution time (min)) <= 12*60) 
   THEN  "4-12 hrs"    
ELIF (VALUE(Full resolution time (min))>12*60 AND VALUE(Full resolution time (min)) <= 24*60) 
   THEN  "12-24 hrs"     
ELIF (VALUE(Full resolution time (min))>24*60 AND VALUE(Full resolution time (min)) <= 24*60*7) 
   THEN  "1-7 days"    
ELIF (VALUE(Full resolution time (min))>24*60*7 AND VALUE(Full resolution time (min)) <= 24*60*30) 
   THEN  "7-30 days"  
ELIF (VALUE(Full resolution time (min))>24*60*30) 
   THEN  ">30 days"  
ELSE  " Unsolved"
ENDIF

Hello,

We use this calculated metric (Wait time (hrs)) summing up the time spent only in statuses less than Solved (New+Opem+Pending+On-hold):

VALUE(Agent wait time (min))/60+VALUE(Requester wait time (min))/60

And it's used in this formula for defining custom brackets:

IF (VALUE(Wait time (hrs)) <= 4) 
     THEN  "0-4 hrs"
ELIF (VALUE(Wait time (hrs))>4 AND VALUE(Wait time (hrs)) <= 12) 
   THEN  "4-12 hrs"    
ELIF (VALUE(Wait time (hrs))>12 AND VALUE(Wait time (hrs)) <= 24) 
   THEN  "12-24 hrs"     
ELIF (VALUE(Wait time (hrs))>24 AND VALUE(Wait time (hrs)) <= 24*7) 
   THEN  "1-7 days"    
ELIF (VALUE(Wait time (hrs))>24*7 AND VALUE(Wait time (hrs)) <= 24*30) 
   THEN  "7-30 days"  
ELIF (VALUE(Wait time (hrs))>24*30) 
   THEN  ">30 days"  
ELSE  " Unsolved"
ENDIF

Which displays the errors in the attached capture:

Can you please recommend a workaround to define the same formula but with database-level metrics?

Many thanks!

Hi Troels, 

Thanks for the quick response. Yes this did the trick!! Thank you so much, I appreciate it! 

Regards, 

Steven. 

Steven Hampson

What if you try something like:

IF 
  ([Chat type - Unsorted]="Inbound" 
  AND [Chat completion]="Missed" 
  AND VALUE(Chat no reply time (sec)) <= 30) 
  THEN
    [Chat ID]
ELIF 
  ([Chat type - Unsorted]="Inbound" 
  AND VALUE(Chat first reply time (sec)) <= 30)
THEN
    [Chat ID]
ENDIF

We're not using chat, so I can't test it.

I have the same issue, can anyone help please? I was using a series of standard calculated metrics like: 

IF(([Chat type - Unsorted]="Inbound")
AND(VALUE(Chat wait time (sec)) <= 30))
THEN [Chat ID]
ENDIF

We have our own brackets that are different from the built in wait time brackets. Now the formula does not work, I have tried the SUM aggregator and get a green tick, but no results. Not a 0, just nothing i.e. blank. 

IF(([Chat type - Unsorted]="Inbound")
AND(SUM(Chat wait time (sec)) <= 30))
THEN [Chat ID]
ENDIF

I've tried so many variations of this and I'm at my wit's end. 

Thanks, 

Steven.