Custom report

Hi Brighton, 
Below, I'll put out an overview on how to set this up. This calculation aims to give you insight into productivity, represented as PCs per hour online. There's quite a few steps here, so lets get started!  

Step 1: Understand Your Data

Ensure that you have access to the necessary data points:

• Unified Online Time in Hours Per Day: This metric represents the total time a support agent is available online in a day, measured in hours.
• Messaging Minutes: This is the total time spent on messaging activities by the agent, measured in minutes.
• PC Total for the Day: This is the total number of PCs (a metric you're using, possibly representing "Personal Contacts" or a similar measure of productivity) for each agent in a day.

Step 2: Convert Metrics to a Common Unit

Before performing calculations, ensure all time-related metrics are in the same unit. It's usually easier to convert everything to minutes or hours. For this calculation, converting messaging minutes to hours might make sense, as your final goal is PCs per hour.

Step 3: Creating Calculated Metrics

In Zendesk Explore, you'll create calculated metrics to perform your desired calculations. Here's how you might approach it:

1. Convert Messaging Minutes to Hours: If not already provided in hours, create a calculated metric to convert messaging minutes into hours. The formula looks something like: Messaging Minutes / 60.

2. Calculate Unified Online Time Minus Messaging Time: Subtract the messaging time in hours from the unified online time. This could look like: Unified Online Time in Hours - (Messaging Minutes / 60).

3. Calculate PCs per Hour Online: Finally, divide the PC total by the result of the subtraction above. The formula would be: PC Total / (Unified Online Time in Hours - (Messaging Minutes / 60)).

Step 4: Implementing in Zendesk Explore

1. Go to Zendesk Explore and open a new query.
2. Select the dataset that contains your metrics.
3. Create the calculated metrics using the "Calculated Metrics" option in the metrics panel. You'll use the "Formulas" section to input the calculations as described above.
4. Add your newly created metrics to the report.
5. Adjust the report's filters and attributes as needed to display the data by day or any other dimension that's relevant to your analysis.

Thank you for this! I tried walking through it but am thoroughly confused. Is there anyway to setup a call to walk through this setup live?