Default aggregator for Metrics relating to tickets
완료Hi Explore team,
I created a simple report to measure # Solved tickets by category. I used the # Solved Tickets metric, which defaulted to a SUM operation. This yielded a wild value of 13 billion tickets. We're busy, but not THAT busy :)
As an Insights user, I've become accustomed to the '# Solved Tickets' metric providing a COUNT operation by default. I suspect that very few users will find the SUM of their # Solved Tickets to be useful.
What would be really handy is the ability for an admin to set default aggregators for the metrics within Explore. This could help prevent other users of the platform, who might not be as technical or familiar with reporting able to get better results.
Thanks for considering!
-
Hi Dan,
Thank you for your feedback. You raise a very good point - the expected aggregator will indeed likely change depending on what we are analysing: tickets, reply time, reopens etc.
Let us see what we can do to simplify that experience,
Kind regards
Vincent
-
Hi Dan,
I'm following up on this feedback.
We are starting some developments to change the default aggregator based on the selected metric. I expect that improvement to be available within a couple of weeks.
Kind regards
Vincent
-
Hi Dan,
Keeping you updated - we have released a feature which allows editors to define what aggregator(s) is(are) available for each metric, and what the default aggregator is. Feel free to check out this post.
Next, we'll need to update the Zendesk connectors to ensure that we set the defaults correctly. That should be available some time in April, at which time I'll mark that feedback as "Completed".
Kind regards
Vincent
-
This is great, I look forward to trying it out. Thanks Vincent!
-
Hi Dan,
The Zendesk Support Tickets and Ticket Events connectors have been updated - the default aggregators now depend on the selected metric.
In other words, the default aggregator applied to tickets (# Tickets, # Solved Tickets, # Agents etc.) is now COUNT.
This improvement is available to new data sources only i.e. it will not be applied to data sources you have created previously.
Kind regards
Vincent
댓글을 남기려면 로그인하세요.
5 댓글