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Average ticket count excluded day with 0 ticket

  • February 7, 2024
  • 2 replies
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Kris14

I want the average number of tickets solved by the agent report shown by day, excluding weekends, and the average number of tickets solved monthly. 

Currently, I can exclude the weekend, but when calculating the average per month, I cannot exclude the day the agent is not working. (e.g. holiday, sick). 

I have tried using the metric filter to get the D_Count(tickets solved) to start from 1, but have had no success with the average monthly calculation.


How do I exclude the date count when the ticket solved is 0?

The below is the setting I currently use

    2 replies

    Brandon12
    • Brandon12
    • February 8, 2024

    Hey Kris -

    This is a really interesting use case, and one that is not easily achievable in Zendesk Explore out of the box.  My 'hack' would be to export the data and subtract the days manually.  I'm wondering if you've done any experimenting with either TymeShift or the new Agent Status dataset?  Both of these could help you dissect Agent availability at a more granular level.  Curious to see if anyone else here comes up with something different.

    Brandon

    D
    • David196
    • February 9, 2024

    Hi Kris, 

    This is a very interesting use-case.  

    I did some testing and I wasn't able to come up with a way to calculate the monthly average in your specific scenario.  It just doesn't look like a capability that Explore has at the moment.  
    - the only workaround available is to use a custom date range for each month but that's going to require you making a brand new report each month.  
    - Until that's sorted, I do not believe using the Agent Status dataset will be efficient either due to the monthly average limitation I mentioned above.  

    As mentioned earlier, this is likely something you'll have to experiment with in TymeShift with it's deeper agent status.  

    This is an excellent idea that deserves some attention from our product devs.  

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