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R
Rebecca11
January 5, 2022
Question

Calculated Metrics not returning correct value

  • January 5, 2022
  • 4 replies
  • 38 views

I am trying to create calculated metrics with the following two conditions.

one for a specific ticket tag and the other is for the satisfaction rating with Good, but the data does not return the correct value.

IF ([Ticket tags]="escalated"and [Ticket satisfaction rating]="Good")
THEN [Ticket ID]
ENDIF

Is the metrics are set wrong in this case?

    4 replies

    C
    Chandra13
    January 7, 2022

    While I don't have CSAT data in my particular Zendesk instance to test the exact formula you build, I'd still love to see if I (or another community member) could help. :)

    In order to do so, would you mind elaborating a bit more on what you're seeing returned on your end? Are you seeing some tickets returned but it's not the tickets that you'd expect to see? Or are you unable to see any results returned at all?

      R
      Rebecca11Author
      January 7, 2022

      hi Chandra, thanks for your reply. the ticket returned value is incorrect.

      When I use the above metrics to show the ticket then it showing so less tickets, however, in normal, if put metrics as Count(tickets) and filter the  specific value Ticket Tag then it returns more data

      C
      Chandra13
      January 8, 2022

      Thanks for passing along these screenshots!

      It looks like there are 3 filters applied in the left query and only 2 filters applied in right query, so I'm curious if that might help explain the discrepancy you're seeing.

      From your screenshot though, I can't figure out what the third filter might be that has been applied to your query on the left. 

        Dylan28
        Dylan28Employee
        Employee
        January 10, 2022
        Hi Rebecca & Chandra,

        As Chandra has mentioned, it's likely that the 3rd filter that you have in place on the query that uses the custom metric is causing this particular discrepancy. I also just wanted to provide some guidance around how the custom metric should be formatted. Based on our article Reporting on tags, you should try and use the INCLUDES_ANY function instead of the equals operator. 

        This means your formula should look something like this:
         


        I don't think this should change the result in this particular case, but you should use this function when checking for the existence of tags in your queries moving forward.
         
        If you're able to compare the two queries you have built, using the updated formula, as well as ensuring you have consistent filters across both queries, we can investigate any discrepancies if they continue to be an issue.

        Thanks,
        Dylan
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