Calculated Metric for a Check Box
RespondidaI have a checkbox called "Replicated" that my agents use when they replicate an issue. I want to pull the % of tickets replicated so it would be replicated/total tickets.The problem is I cannot figure out for the life of me how to create the calculate metric to show replicatied=true. I have created several variations and they give me the green check mark but never work and in some instances even crash out the system.
-
Hi Amber,
You should be able to calculate the information you are after without creating a custom metric. I recommend that you check out this article which covers how to perform a calculation on already manipulated metrics.
For percentages, you'll want to first create a custom metric to count the number of tickets where replicated=true. Once you have that metric, you can create a report to see the percentage.
Step 1: Add the Tickets metric and your custom metric to the report
Step 2: Open Result Manipulation>Result metric calculation and add the below
Step 3: Change the display format to percentage. Chart configuration>Display format
Then it looks like this:
Let me know how you go!
-
The value for a checked box is "1" for filtering on checked, and 0 for unchecked.
-
Hey Jessica! That screenshots and article you linked make sense to me. I can't get past the custom metric piece. Knowing that its a check box what would be the formula for it? I have a lot of check boxes I need to create custom metrics for and once I get it figured out I should be good to fo. I did not try what Celia is suggesting with the "1" which makes sense to me just dont know what the formula is leading up to that.
-
Hi Amber,
Just want to step back to your inquiry. Is the Check Box you are referring to is a custom ticket fields? It seems that you need to create a new Data set first for the ticket field in order for you to create a custom metric or report for the number of tickets where replicated=true. You can refer here https://explore.zendesk.com/hc/en-us/articles/115002483968-Choosing-and-creating-datasets#topic_hdd_2bc_v2b and https://explore.zendesk.com/hc/en-us/articles/360002127407-Reporting-with-custom-fields. Thanks!
Por favor, entrar para comentar.
4 Comentários