Zendesk Explore - Calculating weighted average | The place for Zendesk users to come together and share
Skip to main content
Katerina11
Katerina11
February 9, 2022
Question

Zendesk Explore - Calculating weighted average

  • February 9, 2022
  • 3 replies
  • 39 views

Hi all,

Is there a way to calculate weighted average in queries in Tickets and Ticket updates datasets?

Have been looking into a workaround but I don't seem to find any resources.

Thanks! 

    3 replies

    Dane13
    Dane13Employee
    Employee
    February 19, 2022
    @Katernia,
     
    Unfortunately, extracting data from two datasets is not possible in a query. Therefore, getting the weighted average from both dataset is not possible. I'll mark this as a feedback. Your use case is definitely on point and will provide more flexibility to our reporting. 
    Katerina11
    Katerina11Author
    February 21, 2022

    Hi Dane!

    Thank you for your reply.

    I think I wasn't clear - I am sorry. We'd be good with calculating weighted average in either of those datasets.

    For the time being I haven't yet found a way to do this - we can only calculate average through the re-built options and I was thinking that maybe it could be possible through a custom metric.

    Thanks! 

    Dane13
    Dane13Employee
    Employee
    February 22, 2022
    @Katerina,
     
    There's no direct way to count the weighted average of metrics. The most practical option is to create report individually and export it to a spreadsheet to perform the calculations.
     
    Another option is to create multiple calculated metrics that will include the Achieved/Goal*Assigned Weight then get the SUM/TOTAL of the results. Let me give you an example in spreadsheet.
     
    Sample Formula:
     
    (COUNT(Solved tickets)/100)*0.5
     

     
    Sample Query: 
     

     
     
     
     
    Terms & ConditionsAccessibility statement