Metrics, attributes, and filters
Metrics, attributes, and filters, what they mean, and when to use them. Articles about formulas and calculations.
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How is Engagement first reply time calculated when a bot transfers the chat to an agent?
Question I have a bot that transfers chats to my agents. How does this impact the Engagement first reply time calcula... -
Why does the Backlog dataset only show the Backlog recorded - Hour as 23?
Question Why does the Backlog dataset only show Backlog recorded - Hour as 23? Answer Because backlog data is capture... -
Why are some days missing from my reports in Explore?
Question My report shows the number of solved tickets each day and uses the attribute Ticket solved - Day of the week... -
How can I convert formulas from English into another language?
Question The language of my account isn't English. I copied an English metric or attribute formula from an Explore re... -
How are one-touch resolutions calculated?
Question How are one-touch tickets calculated? Answer The one-touch resolution calculation counts any solved or close... -
What is the difference between public comments and agent replies in reporting?
Question What options do I have to report on different ticket comment activities in Explore? Answer The metrics Agent... -
What is the difference between Attempts and Answers in Explore Answer Bot reporting?
Question When reporting on Answer Bot activity, I see metrics for Attempts and Answers. What is the difference betwee... -
What is the difference between the solved tickets and tickets solved metrics?
Question When creating reports, I noticed that there are multiple different metrics about tickets that are solved. Wh... -
What is the difference between COUNT and D_COUNT?
Question I see both COUNT and D_COUNT as options for aggregation. Which one should I use? Answer COUNT and D_COUNT, ... -
What is the difference between the metrics Call wait time and Call answer time?
Question Can you explain why I see different information when using the metric Call wait time instead of Call answer ... -
How do I replicate the "Duration Since Last Change[Text Field](hrs)" Insights metric in Explore?
Question Insights has a metric called Duration Since Last Change[Text Field](hrs). Where do I find that metric in Exp... -
Does the first reply time reply take into account business hours?
Question Does the first reply time reply take into account business hours? Can I report on first reply time from 8 am... -
Why isn't a ticket counted in an SLA report even if it has an SLA policy applied?
Question I have a ticket where the Service Level Agreement (SLA) policy was applied but does not show on my report fo... -
What does the "Null" option mean in my Explore filter?
Question What does the "Null" option mean in the Explore filter on my dashboard? Answer The Null option represents th... -
What is the difference between Backlog recorded and Backlog end of period?
Question What is the difference between Time - Backlog recorded and Time - Backlog end of period? Answer If you use ... -
How do I find an attribute value to use in an Explore formula?
Question How do I find an attribute value to use in an Explore formula? Answer Most values for attributes can be foun... -
What does Ticket status - Unsorted mean?
Question What does Ticket status - Unsorted mean in Zendesk Explore metrics? Answer Ticket status attribute is design... -
Why is the "First reply time" higher than the "Full resolution time" on my Support dashboard?
Question Why is the median first reply time higher than the median full resolution time on my default Support dashboa... -
How do I find the right value to use with the "Changes - Previous/New value" attribute?
Question I'm using the Changes - Previous value or Changes - New value attribute from the Updates history dataset in ... -
What's the difference between Update ticket ID and Ticket ID in the Updates history dataset?
Question In the Updates history dataset in Explore, I see the attributes Update ticket ID and Ticket ID. What's the d... -
Why does excluding tags on the filter increase the number of results?
Question I created a report in Explore. As I am trying to exclude ticket tags from my report, the results unexpectedl... -
Why does the Explore live dashboard show too many online agents?
Question The Explore live dashboard shows too many agents online in the Support - Agents online metric. Where is this... -
How can I exclude the private comments when merging tickets in Explore?
Question When merging tickets, private comments are applied to the tickets. How can I exclude the private comments wh... -
How does Zendesk record its business hour metrics?
Question How does Zendesk record its business hour metrics? Answer Zendesk has two different types of native metrics.... -
Can you filter Explore reports by unique users?
Question Is it possible to create a report about a specific user Answer Yes, you can filter most reports by a specifi... -
Can I report on tickets created after a customer performed a help center search?
Question Can I create a report that shows me the number of tickets created after a customer first searches for an ans... -
Can I report on the duration of a ticket field using business hours?
Question I want to report on how long a ticket sits in a specific ticket status within a group of agents. Can I repor... -
Why is my data labeled as obsolete in Explore?
Question Why do some metrics or attributes appear as "Obsolete"? Answer If a metric or attribute is marked as obso... -
Can I report on who verified a help center article?
Question Can I report on who verified a help center article? Answer Yes, you can report on who verified a help center... -
Are merged tickets counted as one or two tickets in the total ticket volume?
Question Are merged tickets counted as one or two tickets in the total ticket volume? Answer Zendesk Explore consider...