This glossary describes the key concepts and terminology used throughout Zendesk Explore. If you're looking for help getting up and running with Explore, seeGetting started with Zendesk Explore.
A-B-C-D-E-F-G- H -I- J - K - L -M- N -O-P-Q-R-S-T- U -V-W- X - Y - Z
A
Admin
An Explore user role. Admins have the same permissions aseditors.Additionally, they can edit their own, and others permissions, and update Explore account settings.
Aggregator
Attribute
Attributes slice your results by qualitative data. Attributes represent thehowin your data. Examples of attributes include ticket tags, dates, support groups, and ticket ID. For example, if you are using themetricFull resolution timeand added the attributeAgent name, you would see the full resolution time for each agent.
B
Bookmark
A bookmark is an interactive widget you can add to your dashboard. When anadminoreditoris applying filters inDashboard Builder, they can save the different filtered views as a bookmark.Viewerscan then select the different bookmarks to see each saved filtered state.
SeeSaving filtered dashboard statesandSwitching between filtered dashboard versions.
C
Calculated attribute
A custom attribute you can manually create and add to your data. Calculated attributes are created in theCalculations menu()。Some calculated attributes will require you to write functions using Explore's formula writing language (seeFormula writing resources), while others will provide you with templates for creating calculations. You can use any metrics or attributes in your formulas, regardless of if they're currently added to your report or calculated.
Calculated metric
A calculated metric is a custom metric you can manually create and add to your data. Calculated metrics are created in theCalculations menu.Some calculated metrics will require you to write functions using Explore's formula writing language (seeFormula writing resources), while others will provide you with templates for creating calculations. You can use any metrics or attributes in your formulas, regardless of if they're currently added to your report or calculated.
Calculations menu
The Calculations menu () is found in the report builder and contains all of the availablecalculated metricsandattributeoptions. These calculated elements require you to either use Explore's formula writing language (seeFormula writing resources) or pre-built templates.
Change attribute
A type ofinteractive widgetyou can add to a dashboard. The change attribute interactive widget will let viewers switch anattributeused on your dashboard to a different attribute from the dataset. This is useful for testing different outcomes, without having to create multiple, similar reports.
You can add a change attribute widget by clickingAddon theDashboard Buildertoolbar.
SeeChanging metrics and attributesandSelecting a different attribute.
Change metric
Similar to change attribute, change metric is a type ofinteractive widgetyou can add to your dashboard. Change metric lets viewers switch ametricused on your dashboard to a different metric from the dataset.
You can add a change metric widget by clickingAddon the Dashboard Builder toolbar.
SeeChanging metrics and attributesandSelecting a different metric.
Chart configuration menu
The chart configuration menu () is found in thereport builder, and contains most of the available customization options. You can customize your chart colors, text, interactions, and additional options. Depending on the visualization you are using, the options available will differ.
Color-encoded metric
When addingmetricsto your report, you can choose to make them color-encoded by clicking the图标。If you add a metric as color-encoded, the difference in results will be shown in a color gradient. For example if you are using a blue to red gradient, your highest values will be red, lowest blue, and middle varying shades of purple.
Columns
LikeRowsandExplosions, when you add an attribute to Columns your metric results will be sliced by that attribute's values. Unlike Rows and Explosions, Columns will render the results inonechart.
Comparison lines
Comparison lines can be enabled as an addition todatatips.When a user hovers over a data point, a dashed line will connect the different metrics' results for the data point's attribute value. For some visualizations, comparison lines will highlight the difference between the data point and the highest result.
D
Dashboards
Dashboards are customizable locations where you can share multiple reports with several viewers at the same time. You can break dashboards into differenttabs, addinteractive widgets, and sharereports.
Dashboard builder
Dashboard builder is the primary location for creating, customizing, and sharing dashboards. The dashboard builder is automatically launched whenever an editor or admin edits a dashboard. You can make all of your changes to a dashboard in Dashboard builder, then share it with观众群体.
Dashboards library
The Dashboards library () lists all of your created and shareddashboards, as well as your pre-built dashboards for Zendesk products.
If you are an editor or admin, you can share, edit, delete, and duplicate dashboards from the Dashboards library.
Data filter
A data filter is one type ofdashboard filter.You can use data filters to restrict your report results to specific attribute values. For example you can add a data filter for the attribute channel, then select Chat to only view results from the Chat channel.
Data filters are added asinteractive widgetsby clickingAddfrom the Dashboard Builder toolbar.
Datasets
To access your information in Explore, you must choose a dataset. Datasets represent the different Zendesk data models and contain metrics and attributes relevant to each product.
Datatips
Datatips (sometimes known as tooltips) can be added to your report to show any additional information about your results. Datatips appear in a text box whenever a viewer hovers over a data point. You can enter custom information for the datatip to display or add a metric as a datatip to show a metric's results only in the text box.
Date range calculated metric
A date range calculated metric is a type ofcalculated metricthat enables you to limit one metric's results to a specific date range before adding it to your report. You can create a date range calculated metric in theCalculations menu.A date range calculated metric limits results before they are processed, which can improve your report load time.
Decompose
Decompose is one option you can use to drill in to your results. Likedrill in, you can decompose your results by clicking on a data point. Decompose will filter your results by the attribute value used in the selected data point, then allows you to slice the filtered results by additional attributes. The attributes you select are added toColumns, and the original attribute of the selected data point will be added toFilters.
Drill in
Use drill in to refine the results of your Explore report by slicing the result using extra attributes you choose or by allowing the report viewer to choose from a range of attributes. For example, you create a report showing all of your tickets by assignee name. You could configure drill-in to additionally display the status for each ticket or add an optional attribute for the ticket channel.
Dual axis
On some chart types, you can add a metric as a dual axis, or secondary axis. When you add a metric as a dual axis, a second axis will appear on your chart for the metric. This can be useful if your added metrics contain drastically different scales. You can add a dual axis metric by clicking the dual axis icon ()。
E
Editor
A user role you can assign to your agents. Editors can create and customize new dashboards, reports, and datasets. They can also edit shared dashboards, reports, and datasets. Unlikeadmins, editors cannot set their own permissions. An admin must give editors permissions manually inAdmin() >Editor authorizations()。
Explosions
Explosions are accessed from thereport builder.Similar toRows, Explosions present you withmultiplecharts, each representing a different value for the added attributes. If you add more than one attribute, Explosions display charts for every combination.
F
Filters (report)
When addingattributesto your report one of the available locations is Filters. Filters will allow you to restrict which results are shownwithoutthe attribute appearing on your report. You must select attribute values to include or exclude, or else your results will not be filtered.
Filters (dashboard)
When building a dashboard, you can add filters, so viewers can restrict results to specific attribute values, date and result ranges, or the highest and lowest results. Filters are a type ofinteractive widget.Dashboard filters include thedata filter,time filter,metric filter, andtop/bottom filter.
Forecasting
Forecasting is aresult manipulationthat analyzes patterns in your data to predict future results. Forecasting will show you a selected number of future date values. If you are looking to test the different outcomes when results are affected by a specific factor, you should use aglobal variable.
G
Group
An alternative to asetfor organizing attribute values. You can use groups to aggregate an attribute's values together under one new value. The new group attribute will show all results for the aggregated values as the new value.
SeeCreating groups.
I
Interactive widgets
When you are building your dashboard, you can add interactive widgets to allow your viewers to customize what results to view and how to view them. Interactive widgets include filters, change metrics and attributes, and more. Interactive widgets can be added by clickingAddfrom the Dashboard Builder toolbar.
SeeAdding dashboard interactivityandInteracting with dashboards.
M
Metric
Metrics are quantifiable results like the number of Tickets, the Agent Wait Time In Minutes, the number of Replies, First Reply Time In Minutes, etc. You must always add a metric to your report first. When you add an attribute, your metric results will be divided into the different attribute values. By default when you add a metric to your report, the sum of results is calculated. You can change this by selecting a differentaggregator.
SeeAdding metrics.
指标筛选
For dashboards, metric filters are aninteractive widgetand on reports, they are aresult manipulation.spe指标过滤器允许用户过滤报告cific numeric range. For example, you can use a metric filter to show only the months where the number of tickets solved was between 10 and 20. The function is the same for both reports and dashboards, but on dashboards the filter will apply to all results on that tab.
SeeSelecting the metric result rangefor information about metric filters on reports.
SeeRestricting results to a number rangeandFiltering dashboards by metric result rangesfor information about metric filters on dashboards.
O
Ordered set
An ordered set is a type ofsetthat lets you list attribute values in a custom order. In an ordered set attribute, you can drag an attributes' values above or below each other to set their position. Ordered sets can be created in theCalculations menu.
SeeOrganizing values by ordered setsfor more information.
P
Preview (dashboards)
When you preview a dashboard, you'll see a view of how the dashboard will appear to viewers. However, until you initially share or subsequently publish the dashboard, users won't see your changes. SeeSharing dashboards.
Publish (dashboards)
When you make changes to a dashboard, dashboard viewers don't automatically see those changes. To make them available, you must publish the dashboard changes. SeeSharing dashboards.
Q
R
Renamed set
重命名集是a type ofsetthat allows you to enter new names for your attribute values. You can use renamed sets to create aliases, shorten results, or replace technical text with more common labels. This is the only way to rename an attribute's values. Renaming the metric or attribute is performed separately (seeEditing metric and attribute names)。You can create renamed sets in theCalculations menu.
Reports library
You can view all of your report in the Reports library. You can create a new report or edit, delete, and duplicate existing reports. You open the library by clicking the () icon on the left sidebar. Only admins and editors can see the Reports library.
SeeCreating reports.
Result manipulation
Result manipulations are simple calculations you can create that do not require you to enter any formula or create new metrics or attributes. You can add result manipulations to calculate the percentage difference, total, future results, and more. After you add a result manipulation it will appear in the list of applied filters, directly above theFilterspanel.
You can find result manipulations in theResult manipulation menu()。结果应用操作后你的代表ort results are processed and can only use metrics and attributes already added to your report. If you want to apply calculations before your report results are processed or use elements not on the report, create acalculated metricorattributefrom theCalculations menu.
Result metric calculation
The result metric calculation allows you to create calculations on already manipulated results. The result metric calculation is an availableresult manipulationand requires you to enter functions using Explore's formula writing language (seeFormula writing resources)。Unlike calculated metrics and attributes, the calculation will be applied to the report's current state, including other result manipulations applied.
Result path calculation
The result path calculation is the easiest and fastest way to perform important calculations on your results. The result path calculation is an availableresult manipulationthat enables you to perform the following calculations on your results like percentage, rank, and running totals.
Rows
When addingattributesto your report one of the available locations is theRowspanel. Rows show you individual charts for each of your attribute's values. For example, if you add the Ticket Type attribute to theRowspanel, you will see individual charts for Incident, Problem, Question, and Task. You can flip through each value by using the行选择器to the left of the chart.
行选择器
When you add an attribute to theRowspanel, all of the attribute's values will be shown to the left of the chart in the Row Selector. You can click on an attribute value to show a chart for that value.
In theChart configuration menuyou can edit various row selector options like type, width, and header color.
S
Set
In Explore, attribute values are arranged by their default import order. You can modify this by creating a set. Sets let you arrange your attribute's values in a custom list, or remove them from the set completely. There are two other types of sets you can create, anordered setand arenamed set.You can create sets in theCalculations menu.
Size-encoded metric
When addingmetricsto your report, you can choose to make them size-encoded by clicking the图标。如果您添加一个度量size-encoded, the difference in results will be shown by width or circumference, depending on your visualization. For example, if you are using a bar chart, values with a higher number of results will have wider bars, while values with fewer number of results will have narrower bars.
A size-encoded metric cannot be the first or only metric on your report and is not available for all visualization types.
Sort
When you add data to your report, your results will be displayed in the default order, such as A-Z. You can change the order your results appear in by using the sortresult manipulation.
You can apply sort in theResult manipulation menu.
SeeSorting results.
Standard calculated attribute
Standard calculated attributes are the most general type ofcalculated attributes.Standard calculated attributes are custom attributes you can create using solely Explore's formula writing language (seeFormula writing resources) and elements from your dataset. You have complete freedom of what to create, and are not restricted by pre-built templates as in other attributes.
Standard calculated metric
Standard calculated metrics are the most general type ofcalculated metric.Standard calculated metrics are custom metrics you can create using solely Explore's formula writing language (seeFormula writing resources) and elements from your dataset. You have complete freedom of what to create, and are not restricted by pre-built templates as in other calculated metrics.
T
Tab
When creating a dashboard, you can add tabs to separate your dashboard into different screens. Tabs allow you to group different reports together, while being able to share one dashboard. Tabs can be added by clicking the+button on the Dashboard Builder toolbar. After you have added a tab, you can add another by clicking the+next to the last tab title.
SeeAdding and arranging dashboard widgetsandCustomizing dashboards.
Time comparison calculated metric
一次比较指标是一种计算calculated metricthat compares a metric's results to a set dynamic time period. To create a time comparison calculated metric, you will select a metric and a time range to represent how long the time range is measuring. A time comparison calculated metric is dynamic, so as your date changes, the metric will adapt.
Time Filter
On your dashboards, you can limit results to a specific date ranges using a time filter. A time filter is a type ofinteractive widgetthat lets viewers select dates to display. Time filters are useful for focusing into results or breaking down reports with several values.
To add a time filter, clickAdd+from the dashboard menu in Dashboard Builder.
Top/Bottom filter
The top/bottom filter restricts your report to the highest or lowest results. There are three different types of top/bottom filters in Explore:
- Top/bottom result manipulation: This is the most simple option. The filter will only be applied after your report results have been processed, and you can only use attributes already added to the report.
- Top/bottom filtered attribute: Add a top/bottom filtered attribute from theCalculations menu.This calculated attribute allows you to filter results before they are added to the report frame.
- Top/bottom dashboard filter: Enables viewers to limit all reports on a dashboard to the highest or lowest results.
SeeAdding a top/bottom filterandFiltering dashboard by top/bottom values.
Trend line
A trend line is similar to theDual axisoption for adding metrics. You can create two types of trend lines. If you add a metric as a trend line by clicking the (), the metric results will appear as a line separate from the rest of your report results. If you add trend lines in theChart configuration menu, additional lines will be added to your report, demonstrating the trend of each metric's results.
V
Viewer
Viewer is an available user role you can assign to your agents. Viewers cannot edit or create dashboards. They are only able to view dashboards shared with them, and cannot access theReports library,Datasets library, and the Admin menu.
Viewer groups
When you share a dashboard, you can select the viewer groups to receive it. Viewer groups contain Explore users and are automatically imported from Zendesk Support. You must change a user's group in Zendesk Support to change their viewer group in Explore.
Visualization selector
An interaction option you can add to your report. The visualization selector permits viewers to change the report's chart type on a dashboard. You can choose which chart types your viewers can select from in the chart configuration menu () >Visualization Selector.
Visualization type menu
The visualization type menu () is found on the right sidebar of the report builder, Use this menu to change your report's chart type, or selectAutoto let Explore choose the most suitable type.
W
小部件
Everything you add to a dashboard, excluding tabs, is called a widget. This includes reports, images, text, shapes, filters, and other interactive options. There are two types of widgets, static and interactive.
Static widgets
This widget type cannot be used to change report results or how users interact with your dashboard. Static widgets include images, text, shapes, and reports.
Interactive widgets
Enable users to set which report results to view and how to view them. Interactive widgets include the data, time, metric, and top/bottom filters, as well as the change metric and attribute, updated at, global variable, and bookmark widgets.
SeeAdding interactive dashboard widgetsandInteracting with dashboards.
小部件slides
On a dashboard, you can configure widgets to display in a slideshow format. Widget slides format each of your widgets into individual slides for your viewers to flip through. This option is ideal for viewing a dashboard on mobile devices.
8 Comments
There doesn't appear to be any documentation on what the interactive widget "Time Travel" actually does. What is the purpose of this widget?
For more information about how to use it, check out the following article:Adding Interactive Dashboard Widgets
Thanks for the explanation, but you should know, the article you linked doesn't mention this feature at all. What is the difference between a time filter and Time Travel then?
I'm looking for a glossary that defines how ZenDesk calculates it's metrics and what each metric means. For example: The average answer time metric - does this include greeting and time in the IVR or only the time the caller spends in the queue after selecting to be connected to the next available agent?
I need resources to understand the data for the metrics.
We have documentation on all the default metrics and attributes here which should give you the information you are looking for.
Metrics and attributes for Zendesk Talk
Best regards,
It looks like Focus is no longer available.
HiKaryn Close, yes that's correct! Focus was removed in summer 2021 as part of the move todrill in functionality, so I've removed its glossary entry from this article.
Pleasesign into leave a comment.