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Bobby11
Bobby11
Newcomer
August 10, 2022
Question

% of tickets contacted

  • August 10, 2022
  • 5 replies
  • 30 views

One of our support leaders wants to report on this metric they are referring to as "% Contacted 3 days" and the theoretical calculation of this would be:

(Number of open workable tickets with proactive (outgoing) contact within 3 days / total open workable tickets)*100.

In my head and in explore, i can theoretically count the tickets that have had a public reply from the agent, which would be easy. But would there be a way to then include "within 3 days"? and then add to the total percentage?

I am not sure how the logic would work out here using the custom metric solution, any thoughts?

    5 replies

    Alex89
    Alex89Employee
    Employee
    August 12, 2022
    Hey Bobby,
     
    Can you expand a little bit on your definition of "open workable" and "proactive (outgoing) contact?" I'm assuming by open workable we are referring to tickets that haven't been solved yet and by proactive (outgoing) contact this just refers to a public agent reply, but let me know if you mean something different.
     
    A couple of ideas depending on what you're looking for. You can try to find tickets with a requester wait time of less than 3 days. Requester wait time is defined as the amount of time a ticket spends in the New, Open, and On-hold statuses. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed.
     
    Otherwise, the other thought I have is to use the DATE_LAST_FIX formula in this article to grab the last agent comment timestamp which you can compare to today to see which tickets have a value greater than 3.
     
    I would probably start with either one of those options.
    Bobby11
    Bobby11Author
    Newcomer
    August 15, 2022

    Hey @alex89- thank you! Your assumptions on those definitions are correct, or at least how I am referencing them in explore. 

    I think the date_last_fix confuses me but I am going to try that out. I will also  look into requester wait time. 

     

    What I have right now, in theory, is working, but would have to be calculated outside of Zendesk. 

    For example: I have the metric Unsolved Assigned Tickets, which is basically doing a similar thing to requester wait time, then use a filter 'Last Updated" in the previous 3 days. This gives me the raw number I want, but I can't figure out how I can add that filter, in theory, to a custom metric, then divide that total by the total assigned tickets for a user. In my head, this looks like:

    Unsolved Assigned Tickets Updated in the previous 3 days / Unsolved Assigned Tickets

    Right now, it is pretty easy to do since I can take the numerator (one report which is complete) and divide it by the denominator in excel and get the % values I am looking for. 

     

    Does that make any sense (it may not LOL)? 

    Alex89
    Alex89Employee
    Employee
    August 15, 2022
    Hey Bobby,
     
    I think I follow what you're trying to do. I'm thinking you'll want to add a condition to your metric to include the DATE_DIFF function to filter out tickets that haven't been updated in the previous 3 days.
     
    So something like:
     
     IF ((DATE_DIFF(TODAY(),[Ticket updated - Timestamp], "nb_of_days")) > 3) THEN [Ticket ID] ENDIF
     
    This condition should pull in tickets that haven't been updated in more than 3 days which you should be able to take the first part of the formula and add it into your existing custom metric for unsolved assigned tickets. So you will then have two separate metrics one for tickets that haven't been updated in 3 days and one that have and you can then divide them against each other to get the result that you are looking for.
     
    Let me know if that helps.
    Bobby11
    Bobby11Author
    Newcomer
    August 15, 2022

    You are a HERO!

    It is working with one caveat that I can't figure out yet... I am somehow capturing System updates in my total calculations (probably coming from the custom metric) do you know how I would tie in something like Updater - Role from the Ticket Updates dataset into this? I basically just want to count agent comments, or something like that!

    Alex89
    Alex89Employee
    Employee
    August 16, 2022
    Hey Bobby,
     
    I am thinking you would want to be in the TIcket Updates dataset anyways as I believe this would be the easiest way to account for updater role and all the relevant metrics should be available in that dataset as well.
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