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Barb11
Barb11
December 20, 2021
Question

Understanding Ticket d_count VS Chat d_count

  • December 20, 2021
  • 3 replies
  • 31 views

Hi all,

We are trying to measure Tickets and Chats for our environment. We are running different queries to gather data (based on whether we need additional details, or just a simple count), however, we are noticing a difference when counting chats VS counting chat tickets. 

Here's an example: 
Query 1:  Chats - D_Count , basic default query. sorted by channels (Chat, API, Mobile/Mobile SDK) 
IF ([Chat type - Unsorted]!="Offline Message")
THEN [Chat ID]
ENDIF     
Results in 224 chats on a given period 

Query 2: Tickets - D_Count , basic default query, sorted by channels (Chat, API, Mobile/Mobile SDK) 
[Ticket ID]
Results in 233 chat tickets on the same given period 

We are trying to understand where is the difference coming from - Any hints greatly appreciated.
  
Thanks!

    3 replies

    Zendesk13
    Zendesk13
    Newcomer
    December 21, 2021

    Hi @barb11, it looks like the second query isn't excluding Chat offline messages. Because you're looking at tickets, you can either exclude the 'zopim_offline_message' ticket tag directly in the query, or create a standard calculated metric like the following, for example:

    IF ([Ticket Channel] = "Chat" AND
    NOT INCLUDES_ALL([Ticket tags],"zopim_offline_message")
    THEN [Ticket ID]
    ENDIF

    This should return all chat ticket IDs, except those that are offline messages.

      Barb11
      Barb11Author
      January 3, 2022

      Hi Pedro,

      I am so sorry for the late response. I wanted to thank you for the clarification, this helped us adjust our reports/numbers. 

      Happy new year!

      Barb.-

      Zendesk13
      Zendesk13
      Newcomer
      January 4, 2022

      You're welcome, I'm glad it helped. Happy new year!

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