In this Explore recipe, you'll learn how to create a report that reports the percentage of chats with a first reply time of under 30 seconds.
What you'll need
技术水平:Moderate
Time required:20minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (seeGiving agents access to Explore)
- 订阅zendk Chat
Creating the report
To create the report
- In Explore, click the reports () icon.
- In the Reports library, clickNew report.
- On theSelect a datasetpage, clickChat>Chat - Engagement,然后单击Start report. The report builder opens.
- In theMetricspanel, clickAdd.
- From the list of metrics, chooseChats>Chats,then clickApply.
- Now, you'll create a customStandard calculated metricto calculate the number of chats that were first responded to in under 30 seconds. From theCalculations () menu, clickStandard calculated metric.
- On theStandard calculated metricpage, enter or paste the the metric below into theFormulafield:
IF (VALUE(Engagement first reply time (sec)) <=30)
THEN [Chat ID]
ENDIF - Name the metric,Chats first replied in under 30 secs,然后单击Save. It will look like the screenshot below:
Tip:If you're working in a language other than English,read this articleto help you enter Explore formulas in your language. - In theMetricspanel, clickAdd.
- Add the new metric from theCalculated metricslist.Ensure the metric aggregator is set toD_COUNT. For more information, seeChoosing metric aggregators.
- Now, add the percentage detail using aResult metric calculation. From theResult manipulation ()menu, clickResult metric calculation.
- On theResult metric calculationpage, clickAdd a new metric.
- In the name field, enter the name of your metric.
- Enter the formula below. You must select your metrics and functions from the drop-down next toInsert.
D_COUNT(Chats first replied in under 30 secs)/D_COUNT(Chats)
- When you are finished, click+ Addto add the calculation.
- The final step is to edit the report to show the new calculation in a percentage format. From theChart configuration ()menu, clickDisplay format.
- On theDisplay formatpage, change the calculation metric to display in%.
The report is now complete. See the screenshot below for an example.
You can use date attributes in this report if you would like to filter the results by a specific date range. Check outEditing dates and date rangesfor more information.
4 Comments
Hi there,
Firstly, thanks very much for the great recipe.
Like others, I was looking for a recipe that showed just the percentage value by itself, but I'm getting the same error message Logan was getting
The set of calculations isn’t valid. The calculated measure "SUM(chatsfirstrepliedinunder30seconds-de069ccd00)" references "Chats first replied in under 30 secs" which is as an unknown metric. Adjust the calculation and try again. (Error code: 3a4985d9)
Is anyone able to provide some further insight as to what was causing this?
Thanks
David
Hey David,
It looks like you haven't received a response on this post. Can you confirm you're using the Chat dataset when setting up this metric?
If that's not the case, could you provide a screenshot of the metric you've created so we can take a look?
Thanks in advance!
Hi Brett,
Thanks for reaching out.
I can confirm that Iamusing the Chat dataset. Do you still need a screenshot of the metric I've created?
Kind regards
David
Hello David,
I'll be creating a ticket on your behalf so we can dive into this issue further, you can expect an email notification shortly. Feel free to attach the screenshot in reply to this email.
Thank you!
Julie| Technical Support Engineer
Pleasesign into leave a comment.