How to create and update reports
Articles about building and updating reports, how to change their configurations, and specific requests for a particular report.
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Can I report on how many chats are started by customers?
Question Chats can be started by end users, agents, or triggers. Is there a way to report on this distinction? Answer... -
How do I exclude zero values from my Explore report?
Question My report displays zero values for some dates. How can I exclude zero values? Answer In the report builder, ... -
How do I display the start date of the week instead of the week number?
Question My report displays the week of the year, but I want to see the date that the week starts instead. How can I ... -
How can I duplicate a report in Explore?
Question I want to edit an existing report without losing the original one. Is it possible to make a copy of the orig... -
Why am I seeing Any channel as a ticket channel when building a report?
Question When building a report that references ticket channels, I see one called Any channel. What does this mean? A... -
How can I sort months in chronological order in my reports?
Question I have added a month attribute to my report but it is not sorted correctly. Can I display the month values i... -
Can I report on how many texts are sent by my agents?
Question Can I report on how many texts are sent by my agents? Answer It's not possible in Explore to specifically re... -
Can I report on views in Explore?
Question Can I report on views in Explore? Answer It is not possible to report on views in Explore, as views are onl... -
How do I report on user data in Explore?
Question How can I report on user and organization data in Explore? Can I report on users or organizations that do no... -
Can I report on agents in a group that is different than the agents' Support group?
Question Is it possible to report on agents in a different group than the Support group they are in? For example, I c... -
Can I filter Explore reports by custom agent roles?
Question Is it possible to filter my Explore reports using custom agent roles? Answer You are able to filter a report... -
Can I track second or third reply time in reporting?
Question Is it possible to track subsequent response time in Explore? Answer No, it is not possible to report on the... -
How do I analyze and improve my IVR tree with reporting?
Question I would like to analyze my IVR tree to learn how many times different branches were used and identify branch... -
Can I report on user email domain in Explore?
Question Is there a type of report I can create to pull the email address of everyone who sent us a question? Answer ... -
How can I alter the date format in datatips?
Question I have changed the date format in most parts of my report, however, the new format isn't taken into consider... -
How do I measure agent touches in Explore?
Question How do I measure agent touches in Explore? Answer Measuring agent interactions on a ticket can be accomplish... -
How do I add a column in my report for the result path calculation?
Question I created a result path calculation to show the evolution of Solved tickets in the past two years. When I fi... -
Can I create a report to identify agents who haven't signed in for a while?
Question Can I use Explore to find out the last time agents signed in and to identify agents that have been inactive ... -
Is the Call talk time metric counted in seconds or minutes?
Question What is the formula for the Call talk time metric? How can I tell how the metric is calculated? Answer The... -
Where do I manage or create custom metrics and attributes?
Question Where are metrics and attributes managed in Explore? Answer In Explore, there is no central dedicated locati... -
Can I create a metric to give the time spent working on each ticket during last month?
Question How do I report on how long an agent actively sits on a ticket? Answer Yes, you can do this by using the Ti... -
How can I include 0 values in reports?
Question When building a report I noticed some data is missing. How can I include 0 values in Explore reports? Answer... -
How do I exclude blank values from my report?
Question When building a report, I noticed that null values still show. How can I exclude blank values in my report? ... -
How can I move an Explore report from one dataset to another?
Question How can I move a report from one dataset to another? Answer To move your report across to another data set,... -
Can I report on ticket comments or the description field?
Question I can't find the description field or any ticket comments in Explore to be displayed in reports. Can I creat... -
Why don't attribute filters show all values available on my Explore report?
Question I want to filter and include only specific values on my Explore report but I can't see all of the attribute ... -
Can I report on side conversations?
Question Can I report on side conversations in Zendesk Explore? Answer There isn't a dataset in Explore that allows ... -
What Explore reporting options are available for merged tickets?
Question Can I report on tickets that were closed by being merged into another ticket? How do I know what tickets wer... -
What is the difference between a date attribute and the date range filter in Explore?
Question What is the difference between a date attribute and the date range filter in Explore? Which one should I use... -
Can I display first reply time in seconds?
Question The default metric for the first reply time is in minutes or hours. Can I display first reply time in second...