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Calculate 2 calculated metrics

  • October 30, 2019
  • 6 replies
  • 0 views
M

Hi, I have a problem when I want to divide two of my own metrics. I want to get a result from this kind of formula : a/(b/c)

while a is a metric for each assignee name and b is sum of a and c is total of assignee name

I already have 2 metrics, lets call it metric 1 for a and metric 2 for (b/c)

 

And when I want to divide metric 1 with metric 2, the calculation can't be saved.

 

Heres the calculation for metric 1 :

IF ([Comment present]) AND ([Update ticket status - Unsorted]="Solved") THEN [Ticket ID] ENDIF

 

And for metric 2 :

D_COUNT(metric 1)/c        while c is reffering as above

 

Then I create another calculation for metric 3 : 

VALUE(metric 1)/VALUE(metric 2)

 

and it shown nothing

 

Kindly tell me, did I use a wrong function for metric 2 or 3, bcs for metric 1 is already correct and the result is valid.

 

Thank you.

    6 replies

    Devan
    • Devan
    • November 1, 2019

    Hello Makmur,

    Looks like your question was answered in this post here!

    Best regards. 

    M
    • Makmur
    • Author
    • November 4, 2019

    Thank you Devan.

     

    Can I ask you, where can I find explanation for all field and function in zendesk explore?

     

    I mean function like SUM, VALUE, D_COUNT, COUNT etc not the functions shown in calculation field.

     

    Thank you

    Brett13
    • Brett13
    • Community Manager
    • November 4, 2019

    Hey Makmur,

    The only Functions reference guide we have available is located here which I believe you've already located: Explore functions reference

    Let me know if you have any other questions!

    M
    • Makmur
    • Author
    • November 5, 2019

    Thank you Brett! 

     

    Actually, right now I want to count time spent in each update. Since there are field like [Update - Hour] , [Ticket Updated - Hour] and [Field changes time - Hour] which I don't really know the differences between these field, so I just want to search all explanation for each field.

     

    Also, one more question, can we get a time spent for a tag?

     

    Thank you.

    ZZ55
    • ZZ55
    • November 6, 2019

    Makmur

    Unfortunately, it is not possible to find the time spent for a tag.

    In the Ticket Updates dataset, attributes under:

    • Ticket Field Update Values
    • Text Field Changes
    • Time - Ticket Update

    Refer to the field changes throughout the life of the ticket. These are the events that you see when looking at the changes to a ticket in Support.

    I would suggest taking one active ticket and creating a sample report.

    Metrics

    • Count (Tickets Created)

    Rows

    • Ticket ID
    • Update Timestamp
    • Update Date
    • Update Hour
    • Update ID
    • Changes- Field Name
    • Changes- Previous Value
    • Changes- New Value

    You should be able to match the report to the events you see in support.

    You can find the full Support attribute reference here.

    M
    • Makmur
    • Author
    • November 7, 2019

    Thank you so much Graeme!

     

    After many try, I got the function for my equation, which I used Fixed calculate metrics for divider part (b/c)

    But there is still one more problem, this fixed metrics can not change into any filter. Unfortunately, I should create a report for this in every month, which I must use time filter and the metrics doesn't bulge.

     

    So is there any function or command to create this calculation in explore?

     

    Thank you.

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