I am lost Exploring

6 Comentários

  • Patrick Bosmans
    Zendesk Customer Advocate

    Hey William,

    With respect to Metrics:

    percentage of total- COUNT(Tickets)/SUM(My total tickets as a metric)

       This can be done with the result path calculation.  In the same way you created a custom metric to adjust for ticket rank, you can do so as well for percent of total and display that on the same table.

    My total tickets as a metric- NUMBER([My total tickets]) 

      Count(Tickets) should be returning total tickets in your account.  

    total of tickets unsplit as a metric- NUMBER([total of tickets unsplit]) 

      I'm not sure what exactly you have here.  This is not a native metric/attribute and am not sure what you used to build this.  It might be worth creating a ticket with Support, support@zendesk.com, with your formula so that we can take a look.

    With respect to attributes:

    total of tickets unsplit- NUMBER([total of tickets unsplit]) 

      Again, not sure about the formula you are using

    % of total tickets- COUNT(% of total ticket) 
    My total tickets- COUNT(Tickets)

      I'm not sure why you would want metrics as attributes in your query.  If you submit a ticket to support, can you offer a use case for this?  

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  • William Chase Myer

    Patrick, 

    I appreciate the comment, I have created a ticket that has been in open status for roughly 4-5 months. These metrics were set up by one of the Explore Technical Architects on the EAP Dataset: Tickets, Users, Organizations.

    The total of tickets unsplit- NUMBER([total of tickets unsplit]) refers to the filter of only seeing the top 20 results. 

    I wish I could explain more past that. Do you think that these formulas are subjective to the EAP Dataset hence why it won't transition over to a current Dataset? 

    Or is it the formulas themselves? 

     

    Thanks! 

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  • William Chase Myer

    To answer the full question, the use case would look something like the following: 

    In essence, I want to see if there is trends, how often specific macros are used compared to the total # of tickets within a specified time frame.

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  • Gentry Geissler
    Zendesk team member

    Hi William,

    What I am going to do is pull this issue into a ticket so we can better assist you. You've asked some great questions here and I think it would be better for you to work one on one with our Advocacy team. I'll do a little research and contact you back when I have something actionable. Keep an eye on your email!

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  • Katie Smith

    Gentry,

     

    I'm having the same issue.  What I've discovered is when I use the Result Path Calculation, it's either all percentages or all numbers, but I can't show both in the same report.

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  • Jon Daniels
    Zendesk Customer Advocate

    Hey Katie!

    It looks like an advocate is already discussing this with you in a ticket, please disregard my previous comment.

    Please respond on that ticket if you have any further questions or issues!

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