Analytics

Hello, I've been asked to create a query that shows the percentage of chats with a first reply time less than 3 minutes. I created a table that allows me to manually calculate this (shown below), however is it possible to make something that simply shows a percentage? Ticket ID is not necessary, nor is the actual duration. We do need to be sure the Engagement date is set for Yesterday though. Any advice would be greatly appreciated!

Hi,  Looking to pull a report similar to Insight's Agent last login activity. This would be helpful in Explore which I currently cannot figure out how to do. Any ideas?

Hi all, Just wondering if there's a solution for reporting on a number of replies and solves, only if they were submitted by agents who are in a certain group. I'm able to report on those submissions by tickets in a group but the problem with that is that the tickets in that group would include replies from agents in any other groups as well. This particular query will be for an escalated team and we're wanting to track only the escalated team's replies, so it won't make sense to include the other replies from the other teams (prior to the escalation event) in those numbers as well. It looks like we can build a calculated metric that's based on submitters, which would be perfect, except that "submitter group" doesn't seem to be an option. I can do "submitter name" or "submitter email" but obviously the problem there is it would be impractical to constantly need to be manually updating the people in that metric, and on top of that, I presume that doing so would also retroactively affect

Hi all,I'm trying to create a chart that tracks escalation by each Level 1 Agent to any Level 2 group and gives me the ticket totals per agent name. I'm using the below custom metric   IF ([Changes - Field name] = "group_id"AND[Changes - Previous value]="20621558" OR[Changes - Previous value]="23793073"OR[Changes - Previous value]="23752086"AND[Changes - New value]="20698816"OR[Changes - New value]="360004244831")THEN [Ticket ID]ENDIF   I'm then sorting by Updater Name in the Rows section. My results are completely off from what I have in insights. Any insight on what I'm doing wrong? My end result here is to track exactly how many tickets an agent has Escalated regardless of any changes made to the ticket after their escalation, by month.Any help is appreciated!

HI All I am trying to log how many customer replies are put in per ticket. I found the agent replies but cannot find a way to log the customer replies.  Any idea how I do this?  TIA    Jo

We were noticing that when we get statistics from the main Zendesk Reporting dashboard that we always had a percentage of tickets that were showing as being responded to in over 24 hours however responding to all customer service communications in under 24 hours is part of our proposition and this was impossible.    I've now learned that if an agent creates a ticket, the customer responds and then we reply to them, the response time is based on the difference in time between the ticket creation and our response to the customer rather than the time between the customer's reply and our response to them. This statistic is therefore not accurate and I think it would be more useful if it reflected our response time to the customer. 

Hi there, I've been working with this for a few hours and I don't think I'm doing anything wrong, so maybe a bug? I'm using a 'Group' attribute I've created in a query to report on 4 'member' attributes: Bulk Udpates, Integrations, Investigations, and Other. For some reason, Bulk Updates only shows when it's by itself or combined with 'NULL', but with any of the other three, it disappears on certain visualisations. If the visualisation type is 'Table', Bulk Updates shows as expected, but in any other type, Bulk Updates disappears. I thought it might be due to the arrangement of the groups within the attribute so I tried rearranging them but it's still only Bulk Updates that is affected, none of the other three. I tried the settings in all of the chart config and data manipulation areas but no dice. I tried deleting and recreating the attribute, but no effect there either. This is happening across multiple queries using this attribute as well. Even though Bulk Updates doesn't contain an

Trying to wrap my head around this. I'm trying to get this percentage to appear that tells me how much of the total of the two columns are End users like in the red text.. The columns are custom fields.  

Hi all, I'm wondering if there's any way to represent data as a running total in terms of percentage of all items, like in the line section of a pareto chart. The closest I've gotten is using result path calculation, but that lets me either do running total or percentage of total, not both. If that's not clear, this might help: on the furthest right, the chart should read 100%. Thanks!

Dear all, It's the first time I post here, so I apologize in advance if I miss any important and/or required information related to the challenge I'm facing. I'm trying to create a query for reporting when an organization custom field has been updated and by whom. This would be dinamic, so every time I checked this information it provides me the most up to date results for all changes applied to this specific field in all organizations we have in Zendesk. I hope my explanation was clear. If it wasn't, please let me know so I can provide more details. Thanks in advance.

How to make year in correct order?  

Hi! Is there a way on how to see the solved tickets? TIA

Hi all, I want to analyze in Explore how often a specific custom field on a ticket was changed by a group of agents. I havent found a way to do it yet. Is it possible at all to count selected field updates in Explore? It seems to have worked in Insights. Unfortunately this query would be relevant for the billing process with a service provider. I am grateful for any help!  KR Stephan

Hi everyone, I have created a standard calculated metric in the ticket updates dataset using a numeric custom field: The metric follows the same logic as the Zendesk standard metrics (e.g., Tickets created): If I apply this to the data of one individual day it returns a number, however, as soon as I include data of more then one day, no data is returned and I get a warning that the SQL query returns more than 50000 rows. Does anyone have an idea why this is not working? Is it possible that this has something to do with "ACD Anzahl Outboundcalls" being a "numeric custom field" and not a "ticket custom field"? And has anyone any ideas how to fix this? I have tried limiting the custom metric to only tickets that have an entry in this field but so far haven't had any success.

Hello!   I am new to Explore and I have tried looking for a solution in terms of COUNT value seperated by comma in a single cell   I tried adding formulas I usually use in excel and I have had no luck so far. Example:   What I am trying to achieve is this:   I hope someone can help me figure this out or point me in a possible direction.

I run a weekly and monthly report showing some ticket resolution numbers.  Under Insights I was able to use the following metric to show me how many tickets were solved within 24 business hours. SELECT # Tickets WHERE (SELECT [Biz Hrs] Full Resolution Time (hrs) [Mdn] BY Ticket Id)BETWEEN 0 AND 24 How would l set this same metric up for use in Explore on a similar query?

I am struggling with a tag-related report. We have a homegrown process whereby the tag "action_item_request" is added (via macro) to tickets requiring special actions. Then, after the action is performed, the agent uses a different macro that strips out the first tag and adds the tag "action_item_complete."  How do I create a report that compares how often the first tag is added vs. the second tag? In other words something that shows us how well we are keeping up with these internal action items.  I'm picturing a simple bar chart with 2 bars in each month. One bar shows the number of times the first tag was added, the other bar shows the number of times the second tag was added.

Hello! I have started transfering the data from the Insights to the Zendesk Explore. Therefore, I have a question - is there any alternative filter in Explore to the filter in Insights, called "Date(Event)"? Thank you in advance!

Hi, Using insights before there is a way to list and sort out all the metrics. In explore I do not see a way or a view where you can see when the metric was created or last updated. Is this something someone has a workaround? Regards, Louis

Hi.I'm a bit lost on why I'm getting two different sets of data from what is essentially the same query. I'd like to see all tickets that were solved in 1 touch or less. In Explore I'm using the following query:   Where I'm trying to replicate this metric Even having included the "Closed" status in my Explore query I still receive a much lower value than my insights chart is displaying. I'm sorting the data by week. Any help here is appreciated!

The Goal One of the most difficult transitions for me from Insights to Explore was understanding how all of the "calculated" and "calculation" options work and where to find them. In this example, I am comparing our escalated tickets to our total tickets to understand the trends year over year. Note: there are even more ways to get to this information, this is just a jumping off point. Prerequisites  Zendesk Explore Professional Instructions  Step 1 Create a new Explore query using the Support: Tickets dataset Name your query Step 2 Select your metrics Start with D_COUNT(Tickets) to get your total ticket volume Next you will need to create a Standard Calculated Metric to find your escalated tickets Step 3 Click on Calculations in the right menu Select "Standard Calculated Metric" We escalate our tickets through the JIRA app, which tags our tickets with the jira_escalated tag, so I'm going to use Tag Reporting to create the following metric: IF (I

Hi,  I want to set a bonus system based on the agent's performance. I will some amount of money per range of solved tickets per month.  For example, the agent solved 40-50 tickets/month, so he/she should get $100, if 60-70 then $200 and so on. Is there a receipt to calculate such kind of condition?  Thank you in advance!       

I have a created a custom attribute that is currently returning the Update - Timestamp as requested, but would like to only see the first or earliest result. IF ([Comment present] = TRUE AND [Comment public] = TRUEAND [Updater role] != "End-user") THEN [Update - Timestamp]ENDIF Many results will have multiple updates in them like this. I know you are able to FILTER results, but is there any way to make it so that the calculation itself only returns a single result?    

Hello, I am trying to use a date range calculated metric in a standard one but I don't succeed. I have my two metrics :  The first one is a date range calculated metrics wich give me the first reply time for yesterday :    The other one is a "basic" one which is only the average of the first result : Results are not the same. Do you know how to use a date range calculated metric in a standard calculated metric ? Thanks,

Hello, I would like to get the number of tickets created last month (that is easy to do) but also compare it against the monthly average number of created tickets (based on the last 12 months) - show it as a trendline. How to get the monthly average number of tickets created (over the last 12 months)?  1) I tried to create a Date range calculated metric first (for 12 months in the past) 2) Then created a Standard calculated metric: divided the metric from above by 12 (months). I get an error "Only partial results are visible for this query because the underlying SQL query returns more than 50,000 rows. To limit performance issues, each delegated SQL query is restricted to 50,000 rows" and the trendline shows some crazy numbers (in millions). Would appreciate any help. Thank you!