Analytics

Scenario: I have a support and implementation team.  When a ticket requires, I want to send the original ticket to implementation to handle their task.  The issue is that, in much of the reporting, the ticket disappears from the support group's statistics.  I can see agent activity and such, but simple items like backlog does not show anymore. So, if I have a ticket for 2 days with a member of the support team, then assign it to the implementation team, it shows now as having been in implementation's backlog for 2 days.  SLAs seem to update and it doesn't show achievement/breech based on where it lived then. Am I seeing this right or am I missing something?  I tried side conversations with tickets but I don't want to include the customer in yet another ticket that they didn't open.

Hi Zendeskers,   I was wondering if anyone could help me build a report that returns the tickets currently set in "pending" status and have been in "pending" status for more than 72 hours (24 business hours)? I've tried a few different formulas but i'm not confident on this. Here is my standard metric calculation: IF ([Changes - Field name] = "status" AND [Changes - New value] = "pending" AND VALUE(Field changes time (min)) > 4320 ) THEN    [Ticket ID]ENDIF

Hello,I was wondering if it was possible to have multiple time filters on a reporting dashboard. One would filter the reports in the current period, and one would be a variance comparison. Example: A Team Lead wants to compare how the team did this month compared to this month last year. How could they filter a report to show this data?Currently, the variance reporting time filter has to be selected in the actual report build itself, making it almost a static variance report. We'd like something more dynamic for our teams to be able to utilize.

Hello all, I would like to find out if there is a way to calculate the average response time for each agent using Zendesk.Specifically, I'm interested in the duration from when a ticket is assigned to an agent to when it gets a reply or is marked as resolved.Thank you.

https://support.zendesk.com/hc/en-us/articles/4408845665946-Explore-recipe-Total-number-of-assignments   I've used the article above in the past to create a chart that shows Group Reassignments. This was incredibly helpful, but we really want to have a more granular report that shows the number of tickets the group reassigned to another group (outbound) and the number of tickets that was assigned to current group by another group (inbound). Prefer to not go line by line and create a statement like below to each individual group, since we have a large amount of groups. Any help would be appreciated! IF ([Changes - Field name] = "group_id" AND ([Changes - Previous value] = "1xxxxx" OR  [Changes - Previous value] = "12xxxx" OR[Changes - Previous value] = "123xxx" OR[Changes - Previous value] = "1234xx" OR [Changes - Previous value] = "12345x" ) AND[Changes - New value] = "999xxx") THEN [Update ID]ENDIF

Do you simply divide the number of completed inbound calls by total inbound calls? Or do you exclude unanswerable calls such as calls that abandon while in the IVR or holding to transfer into the call queue? You know, the calls that are not offered to agents.  What about calls that are outside of business hours where it goes directly to voicemail? Or callback requests that expire? What about calls that disconnect within, say, 15 seconds of entering the call queue? Most agents can’t react and hit the answer button fast enough. Should it still count against them? How do you account for what I call panic callers,  they call and hang up like 10 times in just a few minutes and have multiple callback requests, voicemails, and abandons?  

I have built a report that shows the current number of On Hold tickets and the Groups they're assigned to.    When enabling the drill-in option, I chose the ticket ID, the assignee, and the date it was created to appear. However, when clicking on drill in, it shows me the complete history of all the on-hold tickets. How can I just see the drill-in information relevant to the current moment?   Thanks!

In my team, we have an SSR (Self Service Rate) indicator that stands for articles' views over open tickets. However, I haven't found a way to calculate this directly from Zendesk Explorer. For example, in September the sum of articles' views was 1,000,000 (data from the Knowledge base dataset) and the number of tickets was 200,000 (data from the Tickets dataset), my SSR is 5. How can I join these data from different datasets?

I am trying to have this look slightly different but can't figure out the recipe for the custom metric. I would like to break the hours down more: No replies 0-1 hrs 1-4 hrs 4-8 hrs 8-16 hrs 16-24 hrs >24 hrs  

Hi,   I have a calculated metric below which worked fine for months and now all of a sudden I replicated the metric to use a different value and receiving an error. Error: VALUE aggregator can't be used with calculated metrics. Try another aggregator. IF (VALUE(First reply time - Business hours (hrs)) < 10)THEN [Ticket ID]ENDIF   I then have a Result metric calculation to calculate the %.   In https://support.zendesk.com/hc/en-us/community/posts/4413237775514-Help-with-creating-Explore-report-to-measure-that-took-longer-than-XX-time-to-reply-to the VALUE aggregator is also used.

I need to build a report on the number of pending tickets which have replied from end-users. Is there any metrics can use in Explore for this demand ?

Our team uses a custom Ticket Field to track the different types of issues we receive support tickets on (e.g. Sign Up Process, Data Tools, Integrations, etc.) so we can track how many tickets we receive on a certain category per month. I'd like to filter for specific categories, then open the tickets to review the exchanges and finer details of those tickets. I see how I can filter by ticket field in Explore, but I can only track the number of tickets received that were assigned to a specific category. I can't figure out how to return a list of all tickets that were assigned a specific category which would allow me to click into each of those emails. Is this possible? Any help is greatly appreciated!

How to I create a report to report on the longest talk time (no grouping by brackets)? Just to confirm: is talk time the total amount of time spent on voice for all incoming/outgoing calls for the ticket itself or just a single recording on that specific ticket?

Hi there, we currently have a report that displays the average hourly tickets but we'd prefer to have it display the average in 2 hour chunks. I know that I can do every other hour but it isn't calculating in the averages for the hours not selected.   Possible to do?

Hello,I am writing this post because I am doing the Zend Explore Free Training for my job. I am stuck in the exercise for creating a calculated metric. I keep getting an error that the format is incorrect. I made sure to type it out just in case  I was pasting invisible characters.    I was reviewing the previous forum post and I did not notice any similar issue. Thanks for the help in advance.

Hi, We've added a custom User Field for agent Hire Date.  One of the goals for this is to be able to measure efficiency for newer agents against against tenured agents. But we're getting mixed results and/or issues even using the Hire Date field within the Support Tickets dataset.  The Hire Date field doesn't seem to be associated with the Assignee data. Are we missing something here?

I feel like I've done this before, but I can't seem to get it to work. I would like my trend line to be a different colour from my chart, however, when I change the trend line colour, nothing happens. And changing the colour of the chart changes the colour of both the chart and the trend line. In the screenshot you can see the colour I've chosen for the trend line is red, but it is not updating. 

Hey all I made a backlog report that shows me how many tickets we had open at the end of each 1 week period:Metric: SUM(Tickets) Column: End of week (Sun-Sat) Filter: Backlog recorded - Date (12 weeks in the past to 1 weeks in the past) In my Organization, we consider to Backlog to be the number of aging tickets at the end of each period. I would like to create a report just like this, but have it only account for the tickets that were open at the beginning of the period. I want it to show the number of tickets that were open at the beginning of the period that were still open at the end of the period. If a ticket was created during the period, I would like it to be ignored from this report.  The options we are given in the Backlog dataset seem to be very limited, but I'm hoping somebody has a solution to my problem and I'm hoping I'm just missing something simple  :) Thanks in advance!

To make it easier to use Zendesk API, is there a way to get a report's query exported as a JSON or SQL query? We would like to be able to handle live Zendesk data, rather than relying on data files and dashboards.

Hi Zendesk Community,  We are interested in seeing if it's possible to embed active charts/graphs from a Zendesk Dashboard into an external document like Google Docs, Microsoft Word etc.  e.g. we have a client health check document where it would be great to embed client specific graphs and charts linked to a dashboard. Does anyone know of doing this natively in Zendesk or any external apps that may be able to make this happen? 

We need a report that will tell us the last update provided by the assignee of the ticket.  Ideally a bar graph that we can group together e.g. 1-5 days since last update by assignee. I dont see any way to report on this right now in Explore.

How was the bad satisfaction and good satisfaction percentage calculated for each ticket?  

In my Help Center, I have two articles with the same exact title and content that are in different categories of the Help Center. In Explore, I want to track the views of each of these articles to see how they differ, but in the report, only one of the articles appears. I'm not sure if the report combines the views of both articles since they have the same title or what. Is there a way to manipulate the report to make sure it shows both articles, even if they have the same name?

HI ZD: My FCR calculation formula is as below Total Solved Tickets without user repeat visiting / Total  Solved Tickets. How to define Repeat Visiting?  E.g, user created one ticket then agent replied with query of more information, and user visited in next day to update information, then agent replied with solution and solve it and close it. Is there any function in ZD to define this kind of tickets? I tried like below, but it does not work. IF([Changes - Field name]="status" AND [Changes - Previous value]!="solved" AND ([Changes - New value]="solved" OR [Changes - New value]="closed")AND ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed") and ([Comment present] = TRUE AND [Updater role] = "End-user"))THEN [Ticket ID] ENDIF   Can someone help me? Thanks  

Hello, I want to capture a view in a dashboard that shows created vs. resolved tickets. I'm hoping there is a quick and easy reply. Thanks