Analytics

I feel like I'm not the only one needing this, but I don't see any requests or questions about it.  We use the Time Tracking app and I've done the Time Tracking app: metrics you need to be measuring – Zendesk help.  However, I need to see the total agent time.  I can see from the timelogs that the information is stored somewhere and I'd love a report that showed time entries for each agent last week. So that I can see total time they are spending on tickets. Not the avg time updating, ticket total time, or organization time.  How much time did John spend working tickets last week? Because if it is 2 hours a day, then might need to have a talk. So is there a way to pull information that would show Agent worked 120 min on 4/11/2022? And possibly drill down to a list the ticket IDs that were worked?  I know the Ticket ID report in the "metrics to measure" but it only shows current or last assignee and not that John worked 30 min on it before sending it to Michelle

I have a custom metric that COUNT the number of comments for a specific agent on a ticket's topic (custom field)I need to filter out when the count is 1 (and leave 0 and >1).  How do I go about it? I try creating a metric attribute true/false based on that custom metric (if custom metric = 1 True/else false) but for some reason, everything is FALSE.This is the metric;IF ([Comment present] = TRUE AND [Updater role] != "End-user" AND [Updater name] = "agent name" AND [Ticket Type] = "spam")   THEN [Update ID]  ENDIF"Is there a way to easily remove all 1 forum a column 

Hi I have few questions about 2nd line agent's FRT. How do zendesk calculate the 2nd Line's First Response time? The way we see now is it is calculated from the time the ticket is created and not from the moment that 2nd line agent took over the ticket. Do 1st line agents' First response time affect the 2nd Line's FRT? Is there any way we can see or modify the metrics in order to get the 2nd line's First Response Time from the time of the ticket escalation and not from the time the ticket is created? Thanks and advance for the answer!

Hi there, I'm new to Zendesk Explore, so forgive me if I'm asking a pretty basic question. Which is the difference between a policy and a target? At first I understood a policy is made of targets (which in turn are made of a metric and a target value for each priority level), but the standard Zendesk Support dashboard doesn't seem to follow this rule. In other words, why should SLA breached target and SLA Breached policies be different? Thanks    

Any easy way to setup a Talk SLA of 80/20 (80% of calls answered w/in 20 seconds) for inbound calls?

After an agent is downgraded to an end-user and is suspended, the agent no longer shows up in the Assignee Activity Dashboard reports. We follow the best practices for removing agents. When I go to the reporting dashboard and use the "Assignee Activity" reports and for example, I query a specific requester org, the upper half of the dashboard report shows say 58 tickets.  When I go to the bottom of the report, it only shows current active agents and tickets.  In this case, only 39 of the solved tickets are displayed because the other 19 were down by the agent that was downgraded and no longer an agent. This provides partial or potentially misleading data. The detailed csv and excel export also do not include the downgraded agent's tickets. 1)  Is this intentional or is this a bug? 2)  Is there a workaround to get the full details/  Thanks team! Bill    

We have the agent workspace and have switched to messaging instead of chat. Please could someone tell us how to get the click through rate, resolution rate and rejection rate when the channel is "answerbot"? We have figured out that this references our MESSAGING answerbot (not email) but we need to be able to see these figures to see how well it is working. Any ideas? If we change the channel to "emails" we can see these boxes populated, we want this for answerbot too.

Hi all, I am hoping there is an option available that I am missing. I have a chart on a dashboard setup to display data for the previous day, but when there is only 1 row option e.g. a person's name for a piece of data the row selector disappears so you don't know which person. Is it possible to have the Row Selector be visible at all times even where there is no selection to be made. Attached is the graph with only one Assignee for the day before and the query it relates to. Thanks, James

Hi all, Unfortunately i have experienced the filter in the query doesn't limit the data can be view from the same query in the dashboard.. For example the follow query is filtered with ticket created data from the last month: and in the kpi dashboard is the same until the date filter is identical (ticket created data from the last month): But if i expand the range date in the dashboard the kpi data is update with the new date selection, even if the date in the query filter is still filtered with ticket created data from the last month: Why do i have managed filter at the query level if in the dashboard they can be override? Another example: at the query level i could apply this filters: in the dashboard i can filter the group and it gives to me a nonsense result like this: because none of this ticket have the "Second level" group as assignee. But if, at the query level, i apply this kind of filters (excluded) in other hand: in the dashboard i can filter the group, again, and it g

How can I build a query to pull all the tickets solved by the answer bot? In our custom report, we can see 20 tickets being resolved without applying any ticket metadata. Hence, we have no idea, what was the issue related to and who raised the ticket. When I drill in, I get an error "No data available. Check your filters and calculations". 

Hi, I would like to get the number of tickets treated by agents excluding their status (Pending, Solved, On-Hold).  For instance, I have the number of tickets solved per week (or month), however, it doesn't reflect the entire activity of the agent in the time period. Any solution?

How do I see satisfaction rating comments to chart them to improve upon based on comments? Beyond 7 days?  Thanks! 

Since our agent creates the ticket on behalf of the Requester (customer), how can I identify the agent who created the ticket? 

Hi,Can I sum / count how many users that feel our article was helpful or not in Zendesk Explore

Is there a way to include CSAT comments when making a CSAT report?

One of my teams is doing client outreach for subscription renewals. I am trying to track how many tickets they are creating for the initial outreach so I can set goals on how many they should be doing each day. For this process, they are creating a new ticket, setting the requester to the client contact, then using a macro to populate things like Product and Issue Type as well as adding the subject line and email text. I want to know how many they created/sent, not how many tickets they touched, updated, solved, etc. Hopefully that makes sense! Thanks for any help!

Hi, We need to have a separate section that reflects if the query has been raised from someone internally.  Is there a way to view that specific to reporting? We'd like to go even more granular than that, like a view within that that shows tickets opened by our team members.

Hi there, I'm new to Zendesk Explore, so forgive me if I'm asking a pretty basic question. When creating a query, we have the possibility to add filter both on top of the visualization and on the attributes added as columns or rows; which is the difference between these two filter positions? Thanks 

Hi there, I need some help with a custom query. I'm trying to calculate the first response time for our Tier 2 support. Our Tier 1 initially gets the ticket and they respond to it but I want to calculate the time Tier 2 takes to respond once the ticket is escalated to them. Is there a query I could use for this?  Thank you

Hello ZD Community,   I hope you are well.   I'm trying to create a stacked chart between 2 ticket tags that we record each week, a simple Yes/No Tag.   I either want a way to show a stacked chart with the % difference between the Yes/No or a better way to compare the Yes/No on a week by week basis in 1 chart.   Below is an example any help will be appreciated:  

Hello Team, I have a custom field 2 separate answers, "-Yes-" and "-No-": I'd like top create a Line chart or a stacked chart to report on both tags for each week of the year but when I create a calculated metric for each tag I can only seem to pull data for one at a time. My metric calculations are as follows for the -no- Tag: IF (INCLUDES_ANY([Ticket tags], "-no-")) THEN    [Ticket ID]ENDIF For the -yes- Tag: IF (INCLUDES_ANY([Ticket tags], "-yes-")) THEN    [Ticket ID]ENDIF However for some reason it will only pull data for either one of the other depending on which one I create first like below: I've tried using count, D_Count and Sum and no luck. Yet when I do a combined query such as:  IF (INCLUDES_ANY([Ticket tags], "-yes-", "-no-")) THEN    [Ticket ID]ENDIF Then it will combine them into one Column but I want them measure as separate attributes.  It's been driving me crazy so any help appreciated. 

Hello, When using the filter in Search for Updated Date>Past Week, does this show everything from the previous week or the last seven days? To clarify: - Past week = Mon-Sun, 7/5/2021-7/11/2021 OR - Last seven days = 7/9/2021-(today)7/15/2021 I know that Explore for Professional and Enterprise plans has 'Last Week' as Mon-Sun of the week previous to the one we are in, but I'm not sure if that is the same for the Search Filter in the Team plan. Please let me know and thank you for your time!

Hello, I am having issues getting explore dashboards to show up properly. When I am just looking at the dashboard without any filters on the dashboard, it shows me that we have 4,057 tickets solved. When I click into the edit mode, it shows up with 24,919 tickets solved. It is reading with All changes published. When in Edit mode, this is what I see:   When I go to the same dashboard, even with the publish button within the edit mode to make sure I am not missing any updates to those queries, it shows me this:   Any ideas? I had a time based filter on this part of the dashboard that I removed to test this functionality.   Thanks,

I want to track my tickets based on the priority for every week. It will have created, resolved and their difference field. This should be based on every week. I am attaching the report format for reference.

I would like to know how I can get a report on how long tickets were open with a custom field filled in a certain way.For example: I have a drop-down list custom field, the list shows options X, Y and Z, at the time I do the triage I set X but then some other change the field to option Y. Is it possible to know how long the ticket was with each option filled until it was solved? In this case, the average time has to take into account the filling of the field, but I couldn't find a explore recipe for it.