How to count the end-users with different calls within one week?

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投稿日時：2023年10月31日

We need to count:

One-touch call end-users: only call us 1 time within one week.
Two-touch call end-users: only call us 2 times within one week.
Three-touch call end-users: only call us 3 times within one week.
Four-touch call end-users: only call us 4 times within one week.
Five-touch call end-users: only call us 5 times within one week.
5-10 call end-users: only call us more than 5 times but less than 10 times within one week.
10 call end-users: only call us more than 10 times within one week.

How should I write the formula?

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日付

Zendesk Customer Care

2023年11月29日

Hi Victoria,

The best approach here would be to create several metrics
For example for users with one call you can create this metric :

IF (COUNT(Inbound calls)=1) THEN [End-user ID]
ENDIF

It will give you the exact number of user that have called only once based on your time filter

Two touch metric

IF (COUNT(Inbound calls)=2) THEN [End-user ID]
ENDIF

Over than 5 :


IF (COUNT(Inbound calls)>5) THEN [End-user ID]
ENDIF

And so on, this allows you to report on user that called many times or only once based on your time filter (week, month etc..)

I hope this helps!

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