Note:Touse these metrics and attributesin custom reporting, you need a Zendesk Explore Professional or Enterprise plan. Accounts on theExplore Lite planhave access to a subset of these metrics and attributes throughprebuilt dashboardsonly.
Use this article to discover the metrics and attributes you can use to build Explore reports based on your usage of Zendesk Support. These datasets are also used for the Zendesk Support prebuilt dashboards (seeOverview of the Zendesk Support dashboard).
For more information about how to create reports with Explore, see创建报告.
Tip:
Read this Zendesk blog postto learn the key customer service metrics that measure performance and drive revenue.
This article contains the following topics:
Tickets dataset
This section lists the metrics and attributes for the Tickets dataset. The dataset contains general ticket information, not including changes or updates to tickets. For objects related to ticket changes or updates, seeUpdates history dataset.
This section contains the following topics:
Tickets dataset schema
Use this diagram to help you understand the elements of the Tickets dataset and their relationships.
Tickets metrics
This sections lists and defines all of the metrics available in the Tickets dataset.
| Metric | Definition | Explore Formula |
|---|---|---|
| Tickets | 的total number of tickets.
Note:Deleted tickets are not included in the Tickets dataset. For help, seeReporting on ticket deletions.
|
[Ticket ID] |
| Solved tickets | 的number of solved or closed tickets. | IF ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed") THEN [Ticket ID] ENDIF |
| End-user submitted tickets | 的number of tickets submitted by customers or by agents whohave been downgraded. | 如果([提交者角色]=“最终用户”)然后(我的机票D] ENDIF |
| Agent submitted tickets | 的number of tickets submitted by agents or administrators. | IF ([Submitter role] = "Agent" OR [Submitter role] = "Admin") THEN [Ticket ID] ENDIF |
| Reassigned tickets | 的number of tickets that have been assigned to more than one agent. | IF (VALUE(Assignee stations)>1) THEN [Ticket ID] ENDIF |
| Reopened tickets | 的number of tickets that were reopened after being solved. | IF (VALUE(Reopens)>0) THEN [Ticket ID] ENDIF |
| Unreplied tickets | 的number of tickets that have not received an agent response. | IF (VALUE(Agent replies)<1) THEN [Ticket ID] ENDIF |
| Incidents | 的number of tickets where the ticket type is Incident. | IF ([Ticket type - Unsorted] = "Incident") THEN [Ticket ID] ENDIF |
| Problems | 的number of tickets where the ticket type is 'Problem'. | IF ([Ticket type - Unsorted] = "Problem") THEN [Ticket ID] ENDIF |
| Inbound shared tickets | 的number of tickets a Zendesk Support account shared with your Zendesk Support account. | IF ([Sharing agreement inbound]!=NULL) THEN [Ticket ID] ENDIF |
| Outbound shared tickets | 的number of tickets your Zendesk Support account shared with another Zendesk Support account | IF ([Sharing agreement outbound]!=NULL) THEN [Ticket ID] ENDIF |
| Tickets created - Daily average | 的average number of tickets created each day. | COUNT(Tickets)/DCOUNT_VALUES([Ticket created - Date]) |
| Tickets solved - Daily average | 的average number of tickets solved each day. | COUNT(Tickets)/DCOUNT_VALUES([Ticket solved - Date]) |
| Unsolved tickets | 的number of unsolved tickets. This includes tickets in every status, except Solved and Closed. | IF ([Ticket status - Unsorted] != "Closed" AND [Ticket status - Unsorted]!= "Solved") THEN [Ticket ID] ENDIF |
| New tickets | 的number of tickets that are currently in the New status. | IF ([Ticket status - Unsorted]= "New") THEN [Ticket ID] ENDIF |
| Open tickets | 的number of tickets that are currently in the Open status. | IF ([Ticket status - Unsorted]= "Open") THEN [Ticket ID] ENDIF |
| Pending tickets | 的number of tickets that are currently in the Pending status. | IF ([Ticket status - Unsorted]= "Pending") THEN [Ticket ID] ENDIF |
| On-hold tickets | 的number of tickets that are currently in the On-hold status. | IF ([Ticket status - Unsorted]= "Hold") THEN [Ticket ID] ENDIF |
| Unassigned unsolved tickets | 的number of open tickets currently not assigned. | 如果(受让人ID =零和(机票状态- Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN [Ticket ID] ENDIF |
| Assigned unsolved tickets | 的number of open, assigned tickets. | IF ([Assignee ID] != NULL AND [Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN [Ticket ID] ENDIF |
| Unreplied unsolved tickets | 的number of open tickets without a first reply. | IF (VALUE(Agent replies)<1 AND [Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN [Ticket ID] ENDIF |
| Agent replies | 的number of public replies added to a ticket by an agent. | (Agent replies) |
| Assignee stations | 的number of agents a ticket has been assigned to. | (Assignee stations) |
| Group stations | 的number of groups a ticket has been assigned to. | (Group stations) |
| Reopens | 的number of times a ticket was reopened. | (Reopens) |
| One-touch tickets | 的number of tickets that were solved after one agent reply. | IF (VALUE(Agent replies) <2 AND ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] ="Closed")) THEN [Ticket ID] ENDIF |
| Two-touch tickets | 的number of tickets that were solved after two agent replies. | IF (VALUE(Agent replies) =2 AND ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] ="Closed")) THEN [Ticket ID] ENDIF |
| Multi-touch tickets | 的number of tickets that were solved after more than two agent replies. | IF (VALUE(Agent replies) >2 AND ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] ="Closed")) THEN [Ticket ID] ENDIF |
| % One-touch tickets | 的percentage of tickets that were solved after one agent reply. | COUNT(One-touch tickets)/COUNT(Solved tickets) |
| % Two-touch tickets | 的percentage of tickets that were solved after two agent replies. | COUNT(Two-touch tickets)/COUNT(Solved tickets) |
| % Multi-touch tickets | 的percentage of tickets that were solved after more than two agent replies. | COUNT(Multi-touch tickets)/COUNT(Solved tickets) |
| Good satisfaction tickets | 的number of tickets with a good satisfaction rating. | IF ([Ticket satisfaction rating]="Good") THEN [Ticket ID] ENDIF |
| Bad satisfaction tickets | 的number of tickets with a bad satisfaction rating. | IF ([Ticket satisfaction rating]="Bad") THEN [Ticket ID] ENDIF |
| Good satisfaction tickets w/comment | Tickets that have a good satisfaction rating and an associated comment. | IF ([Ticket satisfaction rating]="Good" AND [Ticket satisfaction comment]!=NULL) THEN [Ticket ID] ENDIF |
| Bad satisfaction tickets w/comment | Tickets that have a bad satisfaction rating and an associated comment. | IF ([Ticket satisfaction rating]="Bad" AND [Ticket satisfaction comment]!=NULL) THEN [Ticket ID] ENDIF |
| Rated satisfaction tickets | Tickets that were rated either bad or good by the requester. | IF ([Ticket satisfaction rating]="Good" OR [Ticket satisfaction rating]="Bad") THEN [Ticket ID] ENDIF |
| Surveyed satisfaction tickets | Tickets that were surveyed by a satisfaction survey | IF ([Ticket satisfaction rating] = "Offered") OR ([Ticket satisfaction rating]="Good" OR ([Ticket satisfaction rating]="Bad" THEN [Ticket ID] ENDIF |
| Unsurveyed satisfaction tickets | Tickets that were not surveyed by a satisfaction survey. | IF ([Ticket satisfaction rating] = "Unoffered") THEN [Ticket ID] ENDIF |
| % Satisfaction score | 的percentage of satisfaction surveys rated good. | COUNT(Good satisfaction tickets)/COUNT(Rated satisfaction tickets) |
| % Satisfaction rated | 的percentage of tickets rated with either good or bad satisfaction. | COUNT(Rated satisfaction tickets)/COUNT(Surveyed satisfaction tickets) |
| % Satisfaction surveyed | 的percentage of tickets that were surveyed by a satisfaction survey. | COUNT(Surveyed satisfaction tickets)/COUNT(Tickets) |
| Tickets w/skills | 的number of tickets that have a skill associated with them. | IF ([Ticket skills]!=NULL) THEN [Ticket ID] ENDIF |
| Tickets w/o skills | 的number of tickets that do not have a skill associated with them. | IF ([Ticket skills]=NULL) THEN [Ticket ID] ENDIF |
| Set ticket skills | 的number of skills in tickets where agent skills were applied. | IF ([Ticket skills]!=NULL) THEN [Ticket ID] ENDIF |
| Fulfilled ticket skills | 的number of tickets where skills in an agents profile were matched with ticket skills. | IF ([Ticket skills]!=NULL AND [Assignee skills]!=NULL AND [Assignee skills]=[Ticket skills]) THEN [Ticket ID] ENDIF |
| % Ticket skill fulfillment rate | 机票代理技能在哪里的百分比matched with ticket skills to the total number of tickets with skills applied. | COUNT(Fulfilled ticket skills)/COUNT(Set ticket skills) |
| % Ticket skill usage rate | 的percentage of tickets with skills set to the total number of tickets. | D_COUNT(Tickets w/skills)/COUNT(Tickets) |
| Users | 的number of active user profiles. | IF ([Requester status] = "Active") THEN [Requester ID] ENDIF |
| Agents | 的number of active agents and administrators in your Zendesk account. | IF ([Requester status] = "Active" AND [Requester role] != "End-user") THEN [Requester ID] ENDIF |
| End-users | 的number of active end-user (customer) profiles. | IF ([Requester status] = "Active" AND [Requester role] = "End-user") THEN [Requester ID] ENDIF |
| Suspended users | 的number of users in the suspended status. | IF ([Requester status] = "Suspended") THEN [Requester ID] ENDIF |
| Deleted users | 的number of users in the deleted status. | IF ([Requester status] = "Deleted") THEN [Requester ID] ENDIF |
| Assignees | 的number of agents that were assigned to the ticket at least once. | IF ([Assignee status]= "Active") THEN [Assignee ID] ENDIF |
| Requesters | 的number of current requesters. | IF ([Requester status]= "Active" AND [Ticket ID]!=NULL) THEN [Requester ID] ENDIF |
| Organizations | 的number of active organizations. | IF ([Requester organization status]="Active") THEN [Requester organization ID] ENDIF |
| Deleted organizations | 的number of organizations that have been deleted. | IF ([Requester organization status]="Deleted") THEN [Requester organization ID] ENDIF |
| First reply time (min) | 的duration in minutes between when the ticket was created and the first public agent reply on the ticket. | (First reply time (min)) |
| First reply time (sec) | 的duration in seconds between when the ticket was created and the first public agent reply on the ticket. This metric applies only to theMessaging ticket channel. | (First reply time (sec)) |
| First resolution time (min) | 票时之间的分钟数created and when it was first resolved. | (First resolution time (min)) |
| Full resolution time - min | 的duration in minutes from when the ticket was created to its latest resolution. | (Full resolution time (min)) |
| Requester wait time (min) | 的number of minutes a ticket spends in the New, Open, and On-hold statuses. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. SeeRequester wait timefor further explanation. | (Requester wait time (min)) |
| Agent wait time (min) | 的total time in minutes that a ticket was in the pending status. It measures how long agents were waiting for the customer replies. | (Agent wait time (min)) |
| On-hold time (min) | 的total time in minutes that a ticket was in the on-hold status. | (On-hold time (min)) |
| First assignment time (min) | 的time in minutes between when a ticket was created and the first time it was assigned to an agent. | DATE_DIFF([Ticket first assigned - Timestamp], [Ticket created - Timestamp], "nb_of_minutes") |
| Last assignment time (min) | 的duration in minutes between when the ticket was created and the last time an agent was assigned to the ticket. | DATE_DIFF([Ticket assigned - Timestamp], [Ticket created - Timestamp], "nb_of_minutes") |
| First assignment to resolution time (min) | 的duration in minutes between the first agent assignment and the resolution of the ticket. | DATE_DIFF([Ticket solved - Timestamp],[Ticket first assigned - Timestamp], "nb_of_minutes") |
| Last assignment to resolution time (min) | 的duration in minutes between the last agent assignment and the resolution of the ticket. | DATE_DIFF([Ticket solved - Timestamp],[Ticket assigned - Timestamp], "nb_of_minutes") |
| First reply time (hrs) | 的duration in hours between when the ticket was created and the first public agent reply on the ticket. | VALUE(First reply time (min))/60 |
| First resolution time (hrs) | 的number of hours between when the ticket was created and when it was first resolved. | VALUE(First resolution time (min))/60 |
| Full resolution time (hrs) | 的duration in hours from when the ticket was created to its latest resolution. | VALUE(Full resolution time (min))/60 |
| Requester wait time (hrs) | 的number of hours a ticket spends in the New, Open, and On-hold statuses. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. SeeRequester wait timefor further explanation. | VALUE(Requester wait time (min))/60 |
| Agent wait time (hrs) | 的total time in hours that a ticket was in the pending status. It measures how long agents were waiting for the customer replies. | VALUE(Agent wait time (min))/60 |
| On-hold time (hrs) | 的total time in hours that a ticket was in the on-hold status. | VALUE(On-hold time (min))/60 |
| First assignment time (hrs) | 的time in hours between when a ticket was created and the first time it was assigned to an agent. | DATE_DIFF([Ticket first assigned - Timestamp], [Ticket created - Timestamp], "nb_of_hours") |
| Last assignment time (hrs) | 的duration in hours between when the ticket was created and the last time an agent was assigned to the ticket. | DATE_DIFF([Ticket assigned - Timestamp], [Ticket created - Timestamp], "nb_of_hours") |
| First assignment to resolution time (hrs) | 的duration in hours between the first agent assignment and the resolution of the ticket. | DATE_DIFF([Ticket solved - Timestamp],[Ticket first assigned - Timestamp], "nb_of_hours") |
| Last assignment to resolution time (hrs) | 的duration in hours between the last agent assignment and the resolution of the ticket. | DATE_DIFF([Ticket solved - Timestamp],[Ticket assigned - Timestamp], "nb_of_hours") |
| First reply time (days) | 的duration in days between when the ticket was created and the first public agent reply on the ticket. | VALUE(First reply time (min))/60/24 |
| First resolution time (days) | 的number of days between when the ticket was created and when it was first resolved. | VALUE(First resolution time (min))/60/24 |
| Full resolution time (days) | 的duration in days from when the ticket was created to its latest resolution. | VALUE(Full resolution time (min))/60/24 |
| Requester wait time (days) | 的number of days a ticket spends in the New, Open, and On-hold statuses. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. SeeRequester wait timefor further explanation. | VALUE(Requester wait time (min))/60/24 |
| Agent wait time (days) | 的total time in days that a ticket was in the pending status. It measures how long agents were waiting for the customer replies. | VALUE(Agent wait time (min))/60/24 |
| On-hold time (days) | 的total time in days that a ticket was in the on-hold status. | VALUE(On-hold time (min))/60/24 |
| First assignment time (days) | 的time in days between when a ticket was created and the first time it was assigned to an agent. | DATE_DIFF([Ticket first assigned - Timestamp], [Ticket created - Timestamp], "nb_of_days") |
| Last assignment time (days) | 的duration in days between when the ticket was created and the last time an agent was assigned to the ticket. | DATE_DIFF([Ticket assigned - Timestamp], [Ticket created - Timestamp], "nb_of_days") |
| First assignment to resolution time (days) | 天第一个代理assig之间的持续时间nment and the resolution of the ticket. | DATE_DIFF([Ticket solved - Timestamp],[Ticket first assigned - Timestamp], "nb_of_days") |
| Last assignment to resolution time (days) | 的duration in days between the last agent assignment and the resolution of the ticket. | DATE_DIFF([Ticket solved - Timestamp],[Ticket assigned - Timestamp], "nb_of_days") |
| Unsolved tickets age (min) | 的duration in minutes between when an unsolved ticket was created and now. | IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_minutes") ENDIF |
| Unsolved tickets time since update (min) | 的duration in minutes between an unsolved tickets last update and now. | IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(), [Ticket updated - Timestamp], "nb_of_minutes") ENDIF |
| Time since user login (min) | 的time passed in minutes since the last user logged in. | IF ([Requester status] = "Active" AND [Requester Sign-in - Date] != NULL) THEN DATE_DIFF(NOW(), [Requester Sign-in - Timestamp], "nb_of_minutes") ENDIF |
| Time since assignee login (min) | 的time passed in minutes since the last assignee logged in. | IF ([Assignee status] = "Active" AND [Assignee Sign-in - Date] != NULL AND [Assignee ID] !=NULL) THEN DATE_DIFF(NOW(), [Assignee Sign-in - Timestamp], "nb_of_minutes") ENDIF |
| Unsolved tickets age (hrs) | 的duration in hours between when an unsolved ticket was created and now. | IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") ENDIF |
| Unsolved tickets time since update (hrs) | 的duration in hours between an unsolved tickets last update and now. | IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(), [Ticket updated - Timestamp], "nb_of_hours") ENDIF |
| Time since user login (hrs) | 的time passed in hours since the last user logged in. | IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(), [Ticket updated - Timestamp], "nb_of_hours") ENDIF |
| Time since assignee login (hrs) | 的time passed in hours since the last assignee logged in. | IF ([Assignee status] = "Active" AND [Assignee Sign-in - Date] != NULL AND [Assignee ID] !=NULL) THEN DATE_DIFF(NOW(), [Assignee Sign-in - Timestamp], "nb_of_hours") ENDIF |
| Unsolved tickets age (days) | 的duration in days between when an unsolved ticket was created and now. | IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_days") ENDIF |
| Unsolved tickets time since update (days) | 的duration in days between an unsolved tickets last update and now. | IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(), [Ticket updated - Timestamp], "nb_of_days") ENDIF |
| Time since user login (days) | 的time passed in days since the last user logged in. | IF ([Requester status] = "Active" AND [Requester Sign-in - Date] != NULL) THEN DATE_DIFF(NOW(), [Requester Sign-in - Timestamp], "nb_of_days") ENDIF |
| Time since assignee login (days) | 的time passed in days since the last assignee logged in. | IF ([Assignee status] = "Active" AND [Assignee Sign-in - Date] != NULL AND [Assignee ID] !=NULL) THEN DATE_DIFF(NOW(), [Assignee Sign-in - Timestamp], "nb_of_days") ENDIF |
| First reply time - Business hours (min) | 的duration in minutes between when the ticket was created and the first public agent reply on the ticket within business hours. | (First reply time - Business hours (min)) |
| 第一个解决时间:Business hours (min) | 的duration in minutes between when the ticket was created and its first resolution within business hours. | (First resolution time - Business hours (min)) |
| Full resolution time - Business hours (min) | 的duration in minutes between when the ticket was created and its latest resolution within business hours. | (Full resolution time - Business hours (min)) |
| Requester wait time - Business hours (min) | 的number of minutes a ticket spends in the New, Open, or On-hold status during business hours. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. SeeRequester wait timefor further explanation. | (Requester wait time - Business hours (min)) |
| Agent wait time - Business hours (min) | 的total combined time in minutes that the ticket was in the pending status within business hours. It measures how long agents were waiting for the customer replies within business hours. | (Agent wait time - Business hours (min)) |
| On-hold time - Business hours (min) | 的total combined time in minutes that the ticket was in the on-hold status during business hours. | On-hold time - Business hours (min) |
| First reply time - Business hours (hrs) | 的duration in hours between when the ticket was created and the first public agent reply on the ticket within business hours. | VALUE(First reply time - Business hours (min))/60 |
| 第一个解决时间:Business hours (hrs) | 的duration in hours between when the ticket was created and its first resolution within business hours. | VALUE(First resolution time - Business hours (min))/60 |
| Full resolution time - Business hours (hrs) | 的duration in hours between when the ticket was created and its latest resolution within business hours. | VALUE(Full resolution time - Business hours (min))/60 |
| Requester wait time - Business hours (hrs) | 的number of hours a ticket spends in the New, Open, or On-hold status during business hours. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. SeeRequester wait timefor further explanation. | VALUE(Requester wait time - Business hours (min))/60 |
| Agent wait time - Business hours (hrs) | 的total combined time in hours that the ticket was in the pending status within business hours. It measures how long agents were waiting for the customer replies within business hours. | VALUE(Agent wait time - Business hours (min))/60 |
| On-hold time - Business hours (hrs) | 的total combined time in hours that the ticket was in the on-hold status during business hours. | VALUE(On-hold time - Business hours (min))/60 |
| Tickets created - Last 7 days | 的number of tickets created in the last 7 days. | (Tickets created - Last 7 days) |
| Tickets created - Previous 7 days | 的number of tickets created between 7 and 14 days ago. | (Tickets created - Previous 7 days) |
| Tickets created - Last 30 days | 的number of tickets created in the last 30 days. | (Tickets created - Last 30 days) |
| Tickets created - Previous 30 days | 的number of tickets created between 30 and 60 days ago. | (Tickets created - Previous 30 days) |
| Tickets created - This week | 的number of tickets created over the current week. | (Tickets created - This week) |
| Tickets created - Last week | 的number of tickets created over the previous week. | (Tickets created - Last week) |
| Tickets created - This month | 的number of tickets created over the current month. | (Tickets created - This month) |
| Tickets created - last month | 的number of tickets created over the previous month. | (Tickets created - last month) |
| Tickets created - This year | 的number of tickets created this year. | (Tickets created - This year) |
| Tickets created - Last year | 的number of tickets created last year. | (Tickets created - Last year) |
| Tickets solved - Last 7 days | 的number of tickets solved in the last 7 days. | (Tickets solved - Last 7 days) |
| Tickets solved - Previous 7 days | 的number of tickets solved between 7 and 14 days ago. | (Tickets solved - Previous 7 days) |
| Tickets solved - Last 30 days | 的number of tickets solved in the last 30 days. | (Tickets solved - Last 30 days) |
| Tickets solved - Previous 30 days | 的number of tickets solved between 30 and 60 days ago. | (Tickets solved - Previous 30 days) |
| Tickets solved - This week | 的number of tickets solved over the current week. | (Tickets solved - This week) |
| Tickets solved - Last week | 的number of tickets solved over the previous week. | (Tickets solved - Last week) |
| Tickets solved - This month | 的number of tickets solved over the current month. | (Tickets solved - This month) |
| Tickets solved - Last month | 的number of tickets solved over the previous month. | (Tickets solved - Last month) |
| Tickets solved - This year | 的number of tickets solved this year. | (Tickets solved - This year) |
Tickets attributes
This section lists and defines all of the attributes available in the Tickets dataset.
| Attribute | Definition |
|---|---|
| Ticket ID | 的ID number of the ticket. |
| Ticket status | 的status of the ticket. |
| Ticket custom status name | 的name of a custom ticket status. This attribute appears only if you'veenabled custom ticket statuses. For tickets that existed before custom ticket statuses were enabled, this attribute returnsNULL. |
| Ticket custom status category | 的category that a custom ticket status is mapped to. This attribute appears only if you'veenabled custom ticket statuses. For tickets that existed before custom ticket statuses were enabled, this attribute returnsTicket Status. |
| Ticket custom status state | Returnstrueif a custom ticket status is active, orfalseif a custom ticket status is deactivated. This attribute appears only if you'veenabled custom ticket statuses. |
| Ticket group | Name of the group where the ticket was assigned. |
| Ticket brand | 的brand of the ticket. |
| Ticket channel | 的channel a ticket was created from. For more information about the ticket channels Explore collects, seeUnderstanding ticket channels in Explore. |
| Ticket email address | 的support email address where a ticket was first received. SeeAdding support email addresses for users to submit tickets. |
| Ticket external ID | 的external ID of the ticket. |
| Ticket form | 的current ticket form used on the ticket. |
| Ticket priority | 的ticket's priority. |
| Ticket problem ID | 的ID of the ticket defined as a problem ticket. |
| Ticket skills | 的skill requirements for an agent to work on a ticket. |
| Ticket skill types | 的grouping of skills into skill types. |
| Ticket subject | 的subject of the ticket. |
| Ticket tags | 的tags associated with the ticket. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Ticket type | 的ticket type: Question, Incident, Problem, or Task. |
| Sharing agreement inbound | Affiliated instances of Zendesk Support and companies who share tickets with current instance of Zendesk Support. |
| Sharing agreement outbound | Affiliated instances of Zendesk Support and companies tickets are shared with. |
| Assignee name | 的name of the assignee. |
| Assignee role | 的role of an assignee, either admin, agent, or end user. |
| Assignee ID | 的ticket's assignee ID. |
| Assignee email | 的ticket assignees email address. |
| Assignee external ID | 的external ID of the ticket assignee. |
| Assignee locale | 的locale of the assignee. |
| Assignee Guide admin | Returns whether the agent has Guide admin permissions (True or False). |
| Assignee skills | 的skills associated with the ticket assignee. |
| Assignee skill types | 的skill types associated with an assignee. |
| Assignee status | 的current status of the ticket assignee. |
| Assignee tags | Tags added to the assignee. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Assignee time zone | Timezone of an assignee. |
| Requester name | 的name of the user who is asking for support through a ticket. By default, the requester of a ticket is the submitter, but the requester can be changed. For example, if an agent opens a ticket on behalf of a customer, the customer would be the requester and the agent would be the submitter. |
| Requester role | 的role of a requester, either admin, agent, or end user. |
| Requester ID | 的ID number for a ticket's requester. |
| Requester email | 的email address of the ticket requester. By default, this returns the primary email of the ticket requester. However, if a user has an unverified primary email addresses and a verified secondary email address, Explore uses the verified secondary email address. |
| Requester phone number | 的primary phone number associated with the user’s profile. |
| Requester external ID | 的external ID of the ticket requester. |
| Requester locale | 的locale of the ticket requester. |
| Requester Guide admin | Designates whether the requester has Guide admin permissions. Returns either true or false. |
| Requester status | 的Zendesk status of the ticket requester. |
| Requester tags | Tags associated with the requester. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Requester time zone | 的requester's timezone. |
| Submitter name | 的name of the user who actually created a ticket. By default, the submitter of a ticket is the requester, but the requester can be changed (the submitter cannot be). For example, if an agent opens a ticket on behalf of a customer, the agent would be the submitter and the customer would be the requester. |
| Submitter role | 的role of the submitter, either admin, agent, or end user. |
| Submitter ID | 的ID of the ticket submitter. |
| Submitter email | 的email address of the ticket submitter. By default, this returns the primary email of the ticket submitter. However, if a user has an unverified primary email addresses and a verified secondary email address, Explore uses the verified secondary email address. |
| Submitter external ID | 的external ID of the ticket submitter. |
| Submitter locale | 的locale of the ticket submitter. |
| Submitter Guide admin | Returns whether the ticket submitter has Guide admin permissions, either true or false. |
| Submitter status | 的status of the ticket submitter. |
| Submitter tags | Tags added to the ticket submitter. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Submitter time zone | 的ticket submitter timezone. |
| Ticket organization name | 的name of the organization associated with the ticket. |
| Ticket organization ID | 的ID of the organization associated with the ticket. |
| Ticket organization domains | 的domains of the organization associated with the ticket. |
| Ticket organization external ID | 的external ID of the organization associated with the ticket. |
| Ticket organization status | 的status of the organization associated with the ticket. |
| Ticket organization tags | 的tags of the organization associated with the ticket. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Requester organization name | 的currentdefault organizationname of the ticket requester. |
| Requester organization ID | 的currentdefault organizationID of the ticket requester. |
| Requester organization domains | 的domain name of the currentdefault organizationof the ticket requester, for example, zendesk.com. |
| Requester organization external ID | 的external ID of the ticket requester's currentdefault organization. |
| Requester organization status | 的system status of the currentdefault organizationof the ticket requester, either active or deleted. |
| 请求者组织标记 | 的tags associated with the currentdefault organizationof the ticket requester. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Ticket satisfaction rating | 的satisfaction rating left by the customer on the ticket. Values: Good, Bad, Offered, Unoffered. |
| Ticket satisfaction comment | 的comment left by the customer along with the satisfaction rating. |
| Ticket satisfaction reason | 的reason selected by the customer along with the satisfaction rating. |
| Agent replies brackets | 的number of agent replies left on the ticket. Values are returned as0,1,2, or3-5or>5. |
| Assignee stations brackets | 的number of agents to whom the ticket was assigned. Values are returned as0,1,2, or>2. |
| Group stations brackets | 的number of groups that the ticket was involved with, for example, the assignee group of all ticket assignees. Values are returned as1,2,3,>3. |
| Reopens brackets | 的number of times the ticket was reopened. Values are returned as1,2,3,>3. |
| First reply time brackets | 的time between when the ticket was first opened, and when an agent first replied. Values are returned asNo replies,0-1 hrs,1-8 hrs,8-24 hrs, or>24 hrs. |
| First resolution time brackets | 的time between when the ticket was first opened, and the first time it was set to solved. Values are returned as0-5 hrs,5-24 hrs,1-7 days,7-30 days,>30 days, orUnsolved. |
| Full resolution time brackets | 的time between when the ticket was first opened, and the last time it was set to solved. Values are returned as0-5 hrs,5-24 hrs,1-7 days,7-30 days,>30 days, orUnsolved. |
| Requester wait time brackets | 的time a requester was waiting for agent replies. The values are returned as0-1 hrs,1-24 hrs,1-3 days,3-7 days,>7 daysorNo wait. |
| Unsolved tickets age brackets | 的duration in days between when an unsolved ticket was created and now. The values are returned as1 day,1-7 days,7-30 days,>30 days, orSolved. |
| Time - Ticket created | Includes a number of attributes that return the time and date when the ticket was created in various time measurements. |
| Time - Ticket solved | Includes a number of attributes that return the time and date when the ticket was marked as solved in various time measurements. |
| Time - Ticket last updated | 的time when the ticket was last updated. |
| Time - Ticket requester updated | 的time when the ticket was last updated by its requester. |
| Time - Ticket last assigned | 的time when the ticket was last assigned to an agent. |
| Time - Ticket first assigned | 的time when the ticket was first assigned to an agent. |
| Time - Ticket type - Task due | When a ticket is configured as a task, this is the date at which the task must be completed. |
| Time - Requester created | 的time when the ticket requester user profile was created. |
| Time - Requester last updated | 的last time that the ticket requester user profile was updated. |
| Time - Requester last sign-in | 的time when the ticket requester last signed in. |
| Time - Assignee last sign-in | 的time when the ticket assignee last signed in. |
| Time - Requester organization created | 的time when the ticket requester organization was created. |
| Time - Requester organization last updated | 的time when the ticket requester organization was last updated. |
Updates history dataset
的Updates history dataset contains metrics and attributes that relate to updates and changes in tickets. This section list all available elements for the dataset.
This section contains the following topics:
Updates history dataset schema
Use this diagram to help you understand the elements of the Updates history dataset and their relationships.
Updates history metrics
This section lists and defines all metrics available in the Updates history dataset.
| Metric | Definition | Explore formula |
|---|---|---|
| Updates | 的total number of updates made to the ticket. | [Update ID] |
| Agent updates | 的number of updates agents made to tickets meaning the changes they made to any ticket field. | IF ([Updater role] != "End-user") THEN [Update ID] ENDIF |
| End-user updates | 的number of updates end-users made to tickets. | IF ([Updater role] = "End-user") THEN [Update ID] ENDIF |
| Comments | 的total number of comments on tickets. | IF ([Comment present] = TRUE) THEN [Update ID] ENDIF |
| Public comments | 的number of public comments on tickets. | IF ([Comment present] = TRUE AND [Comment public] = TRUE) THEN [Update ID] ENDIF |
| Internal comments | 的number of internal comments on tickets. | IF ([Comment present] = TRUE AND [Comment public] = FALSE) THEN [Update ID] ENDIF |
| Agent comments | 的number of agent comments on tickets. | IF ([Comment present] = TRUE AND [Updater role] != "End-user") THEN [Update ID] ENDIF |
| End-user comments | 的number of end-user comments on tickets. | IF ([Comment present] = TRUE AND [Updater role] = "End-user") THEN [Update ID] ENDIF |
| Tickets created | 票的数量已经创建。 | IF ([Changes - Field name]="status" AND [Changes - Previous value]=NULL) THEN [Update ID] ENDIF |
| Tickets solved | 的number of solved tickets. | IF ([Changes - Field name]="status" AND [Changes - Previous value]!="solved" AND ([Changes - New value]="solved" OR [Changes - New value]="closed") AND ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed") AND [Update - Timestamp]=[Ticket solved - Timestamp]) THEN [Update ID] ENDIF |
| Tickets updated | 的number of updated tickets. | [Ticket ID] |
| Tickets updated w/comment | 的total number of tickets that were updated with a comment. | IF ([Comment present] = TRUE) THEN [Ticket ID] ENDIF |
| Tickets updated w/public comment | 的total number of tickets that were updated with a public comment. | IF ([Comment present] = TRUE AND [Comment public] = TRUE) THEN [Update ticket ID] ENDIF |
| Tickets updated w/internal comment | 的total number of tickets that were updated with an internal comment. | IF ([Comment present] = TRUE AND [Comment public] = FALSE) THEN [Ticket ID] ENDIF |
| Tickets assigned | 的number of tickets that have been assigned to agents. | IF ([Changes - Field name]="assignee_id" AND [Changes - New value]!="0") THEN [Ticket ID] ENDIF |
| Tickets reopened | 的number of tickets that have been solved at least once, then reopened. | 如果([变化——字段名称]=“地位”和变化- Previous value] ="solved" AND [Changes - New value] !="solved" AND [Changes - New value] !="closed" ) THEN [Ticket ID] ENDIF |
| Assignee reassignments | 的number of times tickets were reassigned to another agent. | IF ([Changes - Field name] = "assignee_id" AND [Changes - Previous value]!=NULL AND [Changes - New value]!="0") THEN [Update ID] ENDIF |
| Group reassignments | 的number of tickets that were reassigned to another group. | IF ([Changes - Field name] = "group_id" AND [Changes - Previous value]!=NULL AND [Changes - New value]!="0") THEN [Update ID] ENDIF |
| Resolutions | 的number of times tickets were set to Solved. | IF ([Changes - Field name]="status" AND [Changes - Previous value]!="solved" AND ([Changes - New value]="solved" OR [Changes - New value]="closed")) THEN [Update ID] ENDIF |
| Reopens | 的number of times tickets were reopened. | 如果([变化——字段名称]=“地位”和变化- Previous value] ="solved" AND [Changes - New value] !="solved" AND [Changes - New value] !="closed" ) THEN [Update ID] ENDIF |
| Deletions | 的number of tickets that were deleted. | IF ([Changes - Field name]="status" AND [Changes - New value]="deleted") THEN [Update ID] ENDIF |
| Recoveries | 的number of deleted tickets that were recovered. | IF ([Changes - Field name]="status" AND [Changes - Previous value]="deleted") THEN [Update ID] ENDIF |
| Satisfaction updates | 的number of satisfaction updates submitted by the requester. | IF ([Changes - Field name]="satisfaction_score" THEN [Update ID] ENDIF |
| Good initial satisfaction ratings | 的number of tickets with a good initial satisfaction rating. | IF ([Changes - Field name]="satisfaction_score" AND ([Changes - Previous value]="offered" OR [Changes - Previous value]= NULL) AND [Changes - New value]="good") THEN [Update ID] ENDIF |
| Bad initial satisfaction ratings | 的number of tickets with a bad initial satisfaction rating. | IF ([Changes - Field name]="satisfaction_score" AND ([Changes - Previous value]="offered" OR [Changes - Previous value]= NULL) AND [Changes - New value]="bad") THEN [Update ID] ENDIF |
| Bad to good satisfaction ratings | 的number of tickets with a bad initial satisfaction rating that later changed to a good rating. | IF ([Changes - Field name]="satisfaction_score" AND [Changes - Previous value]= "bad" AND [Changes - New value]="good") THEN [Update ID] ENDIF |
| Good to bad satisfaction ratings | 的number of tickets with a good initial satisfaction rating that later changed to a bad rating. | IF ([Changes - Field name]="satisfaction_score" AND [Changes - Previous value]= "good" AND [Changes - New value]="bad") THEN [Update ID] ENDIF |
| Field changes time (min) | 的time in minutes between changes to the ticket fields. | (Field changes time (min)) |
| New status time (min) | 的time in minutes that tickets spent with a status of New. | 如果([变化——字段名称]=“地位”和变化- Previous value]= "new") THEN VALUE(Field changes time (min)) ENDIF |
| Open status time (min) | 的time in minutes that tickets were in the Open status. | 如果([变化——字段名称]=“地位”和变化- Previous value]= "open") THEN VALUE(Field changes time (min)) ENDIF |
| 等待状态时间(分钟) | 的time in minutes that tickets were in the Pending status. | 如果([变化——字段名称]=“地位”和变化- Previous value]= "pending") THEN VALUE(Field changes Time (min)) ENDIF |
| On-hold status time (min) | 的time in minutes that tickets were in the On-hold status. | 如果([变化——字段名称]=“地位”和变化- Previous value]= "hold") THEN VALUE(Field changes time (min)) ENDIF |
| Unassigned time (min) | 的time in minutes that a ticket was not assigned to any agents. | IF ([Changes - Field name] = "assignee_id" AND ([Changes - Previous value] = NULL OR [Changes - Previous value] = "0")) THEN VALUE(Field changes time (min)) ENDIF |
| Previously assigned time (min) | 的time in minutes that a ticket was assigned to agents before the current assigned agent. | IF ([Changes - Field name] = "assignee_id" AND [Changes - Previous value] != NULL AND [Changes - Previous value] != "0") THEN VALUE(Field changes time (min)) ENDIF |
| Field changes time (hrs) | 的time in hours between changes to the ticket fields. | VALUE(Field changes time (min))/60 |
| New status time (hrs) | 的time in hours that tickets spent with a status of New. | 如果([变化——字段名称]=“地位”和变化- Previous value]= "new") THEN VALUE(Field changes time (min))/60 ENDIF |
| Open status time (hrs) | 的time in hours that tickets were in the Open status. | 如果([变化——字段名称]=“地位”和变化- Previous value]= "open") THEN VALUE(Field changes time (min))/60 ENDIF |
| Pending status time (hrs) | 的time in hours that tickets were in the Pending status. | 如果([变化——字段名称]=“地位”和变化- Previous value]= "pending") THEN VALUE(Field changes time (min))/60 ENDIF |
| On-hold status time (hrs) | 的time in hours that tickets were in the On-hold status. | 如果([变化——字段名称]=“地位”和变化- Previous value]= "hold") THEN VALUE(Field changes time (min))/60 ENDIF |
| Unassigned time (hrs) | 的time in hours that a ticket was not assigned to any agents. | IF ([Changes - Field name] = "assignee_id" AND ([Changes - Previous value] = NULL OR [Changes - Previous value] = "0")) THEN VALUE(Field changes time (min))/60 ENDIF |
| Previously assigned time (hrs) | 的time in hours that a ticket was assigned to agents before the current assigned agent. | IF ([Changes - Field name] = "assignee_id" AND [Changes - Previous value] != NULL AND [Changes - Previous value] != "0") THEN VALUE(Field changes time (min))/60 ENDIF |
| Field changes time (days) | 的time in days between changes to the ticket fields. | VALUE(Field changes time (min))/60/24 |
| New status time (days) | 的time in days that tickets spent with a status of New. | 如果([变化——字段名称]=“地位”和变化- Previous value]= "new") THEN VALUE(Field changes time (min))/60/24 ENDIF |
| Open status time (days) | 的time in days that tickets were in the Open status. | 如果([变化——字段名称]=“地位”和变化- Previous value]= "open") THEN VALUE(Field changes time (min))/60/24 ENDIF |
| Pending status time (days) | 的time in days that tickets were in the Pending status. | 如果([变化——字段名称]=“地位”和变化- Previous value]= "pending") THEN VALUE(Field changes time (min))/60/24 ENDIF |
| On-hold status time (days) | 的time in days that tickets were in the On-hold status. | 如果([变化——字段名称]=“地位”和变化- Previous value]= "hold") THEN VALUE(Field changes time (min))/60/24ENDIF |
| Unassigned time (days) | 的time in days that a ticket was not assigned to any agents. | IF ([Changes - Field name] = "assignee_id" AND ([Changes - Previous value] = NULL OR [Changes - Previous value] = "0")) THEN VALUE(Field Changes Time (min))/60/24 ENDIF |
| Previously assigned time (days) | 的time in days that a ticket was assigned to agents before the current assigned agent. | IF ([Changes - Field name] = "assignee_id" AND [Changes - Previous value] != NULL AND [Changes - Previous Value] != "0") THEN VALUE(Field changes time (min))/60/24 ENDIF |
Updates history attributes
This section lists and defines all attributes available in the Updates history dataset.
| Attribute | Definition |
|---|---|
| Update ID | 的unique ID of an update |
| Update channel | 的channel that initiated a ticket update. Note that Answer Bot does not have a unique channel value for this attribute. This may skew results in reports based on update channel for Answer Bot workflows. For more information about the ticket channels Explore collects, seeUnderstanding ticket channels in Explore. |
| Update country | 的country from which a ticket update was initiated. |
| Update country and region | 的country and region from which a ticket update was initiated. |
| Update latitude | 的latitude from which the ticket update was initiated. |
| Update longitude | 的longitude from which a ticket updated was initiated. |
| Comment present | Indicates where there is currently a comment on the ticket. |
| Comment type | 的type of comment, internal or public. |
| Update ticket ID | 的unique ID of a ticket update. Includes deleted tickets. SeeWhat's the difference between Update ticket ID and Ticket ID? |
| Update ticket status | 的status of a ticket after an update. |
| Update ticket group | 的group to which a ticket was assigned at the end of an update. For example, if a ticket was reassigned from Tier 1 to Tier 2, the attribute returns Tier 2. |
| Update ticket assignee | 的ticket assignee after an update. |
| Update ticket brand | 的brand of the ticket after an update. |
| Update ticket priority | 的priority of the ticket after an update. |
| Update ticket type | 的type of the ticket after an update. |
| Changes - Field name | Records the field name that was updated. |
| Changes - Field type | Records the field type that was updated. |
| Changes - Previous value | Records the value of the field before the update. SeeHow do I find the right value to use with the "Changes - Previous/New value" attribute? |
| Changes - New value | Records the new value of the field after the update. SeeHow do I find the right value to use with the "Changes - Previous/New value" attribute? |
| Ticket ID | 的ticket's unique ID. Does not include deleted tickets. SeeWhat's the difference between Update ticket ID and Ticket ID? |
| Ticket status | 的status of the ticket. |
| Ticket custom status name | 的name of a custom ticket status. This attribute appears only if you'veenabled custom ticket statuses. For tickets that existed before custom ticket statuses were enabled, this attribute returnsNULL. |
| Ticket custom status category | 的category that a custom ticket status is mapped to. This attribute appears only if you'veenabled custom ticket statuses. For tickets that existed before custom ticket statuses were enabled, this attribute returnsTicket Status. |
| Ticket custom status state | Returnstrueif a custom ticket status is active, orfalseif a custom ticket status is deactivated. This attribute appears only if you'veenabled custom ticket statuses. |
| Ticket group | Name of the group where the ticket is assigned. |
| Ticket brand | 的brand associated with the ticket. |
| Ticket channel | 的channel that initiated creation of the ticket. For more information about the ticket channels Explore collects, seeUnderstanding ticket channels in Explore. |
| Ticket external ID | 的external system ID of the ticket. |
| Ticket form | 的current ticket form used on the ticket. |
| Ticket priority | 的priority of the ticket. |
| Ticket problem ID | 的IDs of the ticket defined as a problem ticket. |
| Ticket subject | 的subject of the ticket. |
| Ticket tags | Any tags associated with the ticket. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Ticket type | 的type of ticket. |
| Sharing agreement inbound | Affiliated instances of Zendesk Support and companies who share tickets with current instance of Zendesk Support. |
| Sharing agreement outbound | Affiliated instances of Zendesk Support and companies tickets are shared with. |
| Updater name | 的name of the updater. |
| Updater role | 的role of the updater. |
| Updater ID | 的ID of the users whom made the update. |
| Updater email | 的email address of the ticket updater. |
| Updater external ID | 的external ID of the ticket updater. |
| Updater Guide admin | Indicates whether the user who updated the ticket is a Guide admin. |
| Updater locale | 的locale of the updater. |
| Updater status | 的status of the user who updated the ticket. Can be Active, Suspended, or Deleted. |
| Updater tags | 的tags associated with the user who updated the ticket. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Updater time zone | 的timezone of the updater. |
| Assignee name | 的name of the user the ticket is assigned to. |
| Assignee role | 的role of the user the ticket is assigned to. |
| Assignee ID | 的ID of the user the ticket is assigned to. |
| Assignee email | 的email address of the user the ticket is assigned to. |
| Assignee status | 的status of the user the ticket is assigned to. Can be Active, Suspended, or Deleted. |
| Assignee tags | 的tags that are associated with the user the ticket is assigned to. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Requester name | 的name of the user who is asking for support through a ticket. By default, the requester of a ticket is the submitter, but the requester can be changed. For example, if an agent opens a ticket on behalf of a customer, the customer would be the requester and the agent would be the submitter. |
| Requester role | 的requester's role. |
| Requester ID | 的requester's ID. |
| Requester email | 的requester's email address. By default, this returns the primary email of the ticket requester. However, if a user has an unverified primary email addresses and a verified secondary email address, Explore uses the verified secondary email address. |
| Requester status | 的status of the requester's profile. Can be Active, Suspended, or Deleted. |
| Requester tags | Any tags associated with the requester. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Submitter name | 的name of the user who actually created a ticket. By default, the submitter of a ticket is the requester, but the requester can be changed (the submitter cannot be). For example, if an agent opens a ticket on behalf of a customer, the agent would be the submitter and the customer would be the requester. |
| Submitter role | 的role of the user who submitted the ticket. |
| Submitter ID | 的ID of the user who submitted the ticket. |
| Submitter email | 的email address of the user who submitted the ticket. By default, this returns the primary email of the ticket submitter. However, if a user has an unverified primary email addresses and a verified secondary email address, Explore uses the verified secondary email address. |
| Submitter status | 的status of the user who submitted the ticket. Can be Active, Suspended, or Deleted. |
| Submitter tags | 的tags associated with the user who submitted the ticket. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Updater organization name | 的organization name of the user who made the ticket update. |
| Updater organization ID | 的organization ID of the user who made the ticket update. |
| Updater organization domains | 的web domain of the updater's (person who made the ticket update) organization. Examples: google.com, company.com, wiki.com. |
| 更新组织状态 | 的organization status of the user who made the ticket update. |
| Updater organization tags | 的organization tags of the person who made the ticket update. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Ticket organization name | 的name of the organization associated with the ticket. |
| Ticket organization ID | 的ID of the organization associated with the ticket. |
| Ticket organization status | 的status of the organization associated with the ticket; either Active or Deleted. |
| Ticket organization tags | 的tags associated with the ticket organization. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Requester organization name | 的currentdefault organizationassociated with the user set as requester in the ticket. |
| Requester organization ID | 的currentdefault organizationID associated with the user set as requester in the ticket. |
| Requester organization status | 的currentdefault organizationstatus associated with the user set as requester in the ticket. |
| 请求者组织标记 | 的tags of the currentdefault organizationassociated with the user set as requester in the ticket. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Ticket satisfaction rating | 的satisfaction rating left by the customer in the ticket; either Good, Bad, Offered, or Unoffered. |
| Ticket satisfaction comment | 的comment left by the customer with the satisfaction rating. |
| Ticket satisfaction reason | 的reason selected by the customer along with the satisfaction rating. |
| Time - Ticket update | A collection of attributes that return the time of each update (such as a comment) in various time measurements. Whenadded as a time filterwithin a dashboard, this attribute is called Update. |
| Time - Ticket created | A collection of attributes that return the time a ticket was created in various time measurements. |
| Time - Ticket solved | A collection of attributes that return the time a ticket was solved in various time measurements. |
| Time - Ticket last updated | A collection of attributes that return the time a ticket was last updated in various time measurements (for example when an agent saves the ticket). Whenadded as a time filterwithin a dashboard, this attribute is called Ticket updated. |
| Time - Ticket last assigned | A collection of attributes that return the time a ticket was last assigned in various time measurements. Whenadded as a time filterwithin a dashboard, this attribute is called Ticket assigned. |
| Time - Ticket first assigned | A collection of attributes that return the time a ticket was first assigned in various time measurements. |
| Time - Ticket type - Task due | A collection of attributes that return the time a ticket that has been configured as a task is due in various time measurements. Whenadded as a time filterwithin a dashboard, this attribute is called Ticket due. |
| Time - Updater last sign-in | A collection of attributes that return the last time a ticket updater logged in, in various time measurements. Whenadded as a time filterwithin a dashboard, this attribute is called Updater login. |
Backlog history dataset
的Backlog history dataset contains metrics and attributes related to your backlog history. The dataset will show you a snapshot of unsolved tickets at any given date. Explore collects backlog information every time yourdata synchronizeswith Explore.
This section contains the following topics:
Backlog history dataset schema
Use this diagram to help you understand the elements of the Backlog history dataset and their relationships.
Backlog history metrics
This section lists and defines all metrics available in the Backlog history dataset.
| Metric | Definition | Explore formula |
|---|---|---|
| Tickets | Counts the number of backlog tickets. | VALUE (Tickets) |
| Unassigned tickets | Counts the number of backlog tickets where the assignee value was empty. | IF ([Assignee]=NULL) THEN VALUE (Tickets) ELSE 0 ENDIF |
| Assigned tickets | Counts the number of backlog tickets where the assignee value was not empty. | IF ([Assignee]!=NULL) THEN VALUE (Tickets) ELSE 0 ENDIF |
| Incidents | Counts the number of backlog tickets where the ticket type was Incident. | IF ([Type - Unsorted]="Incident") THEN VALUE (Tickets) ELSE 0 ENDIF |
| Problems | Counts the number of backlog tickets where the ticket type was Problem. | IF ([Type - Unsorted]="Problem") THEN VALUE (Tickets) ELSE 0 ENDIF |
| Tickets - Daily average | 的daily average of the backlog tickets. | SUM(Tickets)/DCOUNT([Backlog recorded - Data]) |
Backlog history attributes
This section lists and defines all attributes available in the Backlog history dataset. Explore collects backlog information every time your data synchronizes with Explore.
| Attribute | Definition |
|---|---|
| Status - unsorted | 的status of the backlog ticket. |
| Group | 的group for the backlog ticket. |
| Assignee | 的assignee of the backlog ticket. |
| Brand | 的brand of the backlog ticket. |
| Channel | 的channel the backlog ticket was most recently updated by. For more information about the ticket channels Explore collects, seeUnderstanding ticket channels in Explore. |
| Priority | 的priority of the backlog ticket. |
| Type | 的type of the backlog ticket. |
| Time - Backlog recorded | 的date the backlog snapshot was taken. Includes year, half-year, quarter, month and week. For an example of how to use this, seeWhat is the difference between Backlog recorded and Backlog end of period? |
| Time - Backlog end of period | 的last day of the backlog snapshot period. Includes year, quarter, month, and week. For an example of how to use this, seeWhat is the difference between Backlog recorded and Backlog end of period? |
SLAs dataset
的SLAs dataset contains metrics and attributes that relate to yourSLA policies. This section list all the available elements for the Zendesk SLA dataset. If you have active SLA policies, the SLA reporting dashboard enables you to easily view how well you are meeting these policies.
Note:This dataset appears only if you have tickets with SLA policies applied. SeeDefining and using SLA policies.
SLAs dataset schema
Use this diagram to help you understand the elements of the SLAs dataset and their relationships.
SLAs metrics
This section lists and defines all metrics available in the SLAs dataset.
| Metric | Definition | Explore formula |
|---|---|---|
| SLA tickets | 的number of tickets that have SLA targets applied. | [Ticket ID] |
| Achieved SLA tickets | 的number of tickets that met all applied SLA policy targets. | D_COUNT(SLA tickets)-D_COUNT(Breached SLA tickets)-SUM(Unbreached active SLA tickets) |
| Breached SLA tickets | 的number of tickets that have breached at least one SLA policy target. | 如果(SLA目标状态=“突破”)然后(票ID] ENDIF |
| Active SLA tickets | SLA门票的数量的指标没有been completed yet. | IF ([SLA metric status]= "Active") THEN [Ticket ID] ENDIF |
| Breached active SLA tickets | 的number of SLA tickets whose metrics have not yet been completed, but at least one SLA policy target has been breached. | IF ([SLA metric status]= "Active" AND [SLA target status]= "Breached") THEN [Ticket ID] ENDIF |
| Unbreached active SLA tickets | SLA门票的数量的指标没有been completed yet and no SLA policy targets have been breached, yet. | D_COUNT(Active SLA tickets)-D_COUNT(Breached active SLA tickets) |
| % Achieved SLA tickets | 的number of tickets that met all applied SLA policy targets expressed as a percentage of all SLA tickets. | SUM(Achieved SLA tickets)/(SUM(Achieved SLA tickets)+D_COUNT(Breached SLA tickets)) |
| % Breached SLA tickets | 的number of tickets that have breached at least one SLA policy target expressed as a percentage of all SLA tickets. | D_COUNT(Breached SLA tickets)/(SUM(Achieved SLA tickets)+D_COUNT(Breached SLA tickets)) |
| SLA policies | 的number of SLA policies. | IF ( [SLA policy ID]!=NULL AND LENGTH(STRING([SLA policy ID]))>0) THEN COUNT_VALUES([SLA policy unique ID]) ENDIF |
| Achieved SLA policies | 的number of SLA policies that have been achieved. | COUNT(SLA policies)-COUNT(Breached SLA policies)-SUM(Unbreached active SLA policies) |
| Breached SLA policies | 的number of SLA policies that have been breached. | IF ( [SLA target status]="Breached" AND [SLA policy ID]!=NULL AND LENGTH(STRING([SLA policy ID]))>0) THEN COUNT_VALUES([SLA policy unique ID]) ENDIF |
| Active SLA policies | 的number of SLA policies whose metrics have not been completed yet. | 如果(SLA度量状态=“活跃”和[SLA策略ID]!=NULL AND LENGTH(STRING([SLA policy ID]))>0) THEN COUNT_VALUES([SLA policy unique ID]) ENDIF |
| Breached active SLA policies | 的number of SLA policies whose metrics have not yet been completed, but at least one SLA policy target has been breached. | IF ( [SLA metric status]= "Active" AND [SLA target status]= "Breached" AND [SLA policy ID]!=NULL AND LENGTH(STRING([SLA policy ID]))>0) THEN COUNT_VALUES([SLA policy unique ID]) ENDIF |
| Unbreached active SLA policies | 的number of SLA policies whose metrics have not been completed and no policy targets have been breached. | COUNT(Active SLA policies)-COUNT(Breached active SLA policies) |
| SLA targets | 的number of SLA targets. | [SLA event ID] |
| Achieved SLA targets | 的number of SLA targets that were achieved. | IF ([SLA target status]= "Achieved" ) THEN [SLA event ID] ENDIF |
| Breached SLA targets | 的number of SLA targets that were breached. | IF ([SLA target status]= "Breached") THEN [SLA event ID] ENDIF |
| Active SLA targets | 的number of active SLA targets. An active SLA target is one whose metric has not been completed yet. | IF ([SLA metric status]= "Active") THEN [SLA event ID] ENDIF |
| Breached active SLA targets | 的number of active SLA targets that have been breached. | IF ([SLA metric status]= "Active" AND [SLA target status]="Breached") THEN [SLA event ID] ENDIF |
| Unbreached active SLA targets | 的number of active SLA targets that have not been breached. | IF ([SLA metric status]= "Active" AND [SLA target status]=NULL) THEN [SLA event ID] ENDIF |
| % Achieved SLA targets | 的percentage of SLA targets that were achieved out of the total number of targets that were achieved and breached. | COUNT(Achieved SLA targets)/(COUNT(Achieved SLA targets)+COUNT(Breached SLA targets)) |
| % Breached SLA targets | 的percentage of SLA targets that were breached out of the total number of targets that were achieved and breached. | COUNT(Breached SLA targets)/(COUNT(Achieved SLA targets)+COUNT(Breached SLA targets)) |
| Achieved SLA targets - Daily average | 的daily average of the achieved SLA targets. | COUNT(Achieved SLA targets)/DCOUNT_Values([SLA update - Date]) |
| Breached SLA targets - Daily average | 的daily average of the breached SLA targets. | COUNT(Breached SLA targets)/DCOUNT_Values([SLA update - Date]) |
| SLA metric breach time (min) | 的time duration between the target time and actual SLA fulfillment (in minutes) for the SLA metric has been breached. | IF ([SLA target status]= "Breached") THEN VALUE(SLA metric completion time (min))- VALUE(SLA metric target time (min)) ENDIF |
| SLA metric target time (min) | 的SLA target time (in minutes) for the SLA metric. | (SLA metric target time (min)) |
| SLA metric completion time (min) | 的amount of time (in minutes) the SLA metric was active. | (SLA metric completion time (min)) |
| SLA metric breach time (hrs) | 的time duration between the target time and actual SLA fulfillment (in hours) for the SLA metric has been breached. | IF ([SLA target status]= "Breached") THEN (VALUE(SLA metric completion time (min))- VALUE(SLA metric target time (min)))/60 ENDIF |
| SLA metric target time (hrs) | 的SLA target time (in hours). | VALUE(SLA metric target time (min))/60 |
| SLA metric completion time (hrs) | 的amount of time (in hours) the SLA metric was active. | VALUE(SLA metric completion time (min))/60 |
| SLA metric breach time (days) | 的time duration between the target time and actual SLA fulfillment (in days) for the SLA metric has been breached. | IF ([SLA target status]= "Breached") THEN (VALUE(SLA metric completion time (min))- VALUE(SLA metric target time (min)))/60/24 ENDIF |
| SLA metric target time (days) | 的SLA target time (in days). | VALUE(SLA metric target time (min))/60/24 |
| SLA metric completion time (days) | 的amount of time (in hours) the SLA metric was active. | VALUE(SLA metric completion time (min))/60/24 |
| First reply time (min) | 的duration in minutes between when the ticket was created and the first public agent reply on the ticket. | (First reply time (min)) |
| First resolution time (min) | 票时之间的分钟数created and when it was first resolved. | (First resolution time (min)) |
| Full resolution time - min | 的duration in minutes from when the ticket was created to its latest resolution. | (Full resolution time (min)) |
| Requester wait time (min) | 的number of minutes a ticket spends in the New, Open, and On-hold statuses. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. SeeRequester wait timefor further explanation. | (Requester wait time (min)) |
| Agent wait time (min) | 的total time in minutes that a ticket was in the pending status. It measures how long agents were waiting for the customer replies. | (Agent wait time (min)) |
| On-hold time (min) | 的total time in minutes that a ticket was in the on-hold status. | (On-hold time (min)) |
| First reply time (hrs) | 的duration in hours between when the ticket was created and the first public agent reply on the ticket. | VALUE(First reply time (min))/60 |
| First resolution time (hrs) | 的number of hours between when the ticket was created and when it was first resolved. | VALUE(First resolution time (min))/60 |
| Full resolution time (hrs) | 的duration in hours from when the ticket was created to its latest resolution. | VALUE(Full resolution time (min))/60 |
| Requester wait time (hrs) | 的number of hours a ticket spends in the New, Open, and On-hold statuses. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. SeeRequester wait timefor further explanation. | VALUE(Requester wait time (min))/60 |
| Agent wait time (hrs) | 的total time in hours that a ticket was in the pending status. It measures how long agents were waiting for the customer replies. | VALUE(Agent wait time (min))/60 |
| On-hold time (hrs) | 的total time in hours that a ticket was in the on-hold status. | VALUE(On-hold time (min))/60 |
| First reply time (days) | 的duration in days between when the ticket was created and the first public agent reply on the ticket. | VALUE(First reply time (min))/60/24 |
| First resolution time (days) | 的number of days between when the ticket was created and when it was first resolved. | VALUE(First resolution time (min))/60/24 |
| Full resolution time (days) | 的duration in days from when the ticket was created to its latest resolution. | VALUE(Full resolution time (min))/60/24 |
| Requester wait time (days) | 的number of days a ticket spends in the New, Open, and On-hold statuses. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. SeeRequester wait timefor further explanation. | VALUE(Requester wait time (min))/60/24 |
| Agent wait time (days) | 的total time in days that a ticket was in the pending status. It measures how long agents were waiting for the customer replies. | VALUE(Agent wait time (min))/60/24 |
| On-hold time (days) | 的total time in days that a ticket was in the on-hold status. | VALUE(On-hold time (min))/60/24 |
| First reply time - Business hours (min) | 的duration in minutes between when the ticket was created and the first public agent reply on the ticket within business hours. | (First reply time - Business hours (min)) |
| 第一个解决时间:Business hours (min) | 的duration in minutes between when the ticket was created and its first resolution within business hours. | (First resolution time - Business hours (min)) |
| Full resolution time - Business hours (min) | 的duration in minutes between when the ticket was created and its latest resolution within business hours. | (Full resolution time - Business hours (min)) |
| Requester wait time - Business hours (min) | 的number of minutes a ticket spends in the New, Open, or On-hold status during business hours. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. SeeRequester wait timefor further explanation. | (Requester wait time - Business hours (min)) |
| Agent wait time - Business hours (min) | 的total combined time in minutes that the ticket was in the pending status within business hours. It measures how long agents were waiting for the customer replies within business hours. | (Agent wait time - Business hours (min)) |
| On-hold time - Business hours (min) | 的total combined time in minutes that the ticket was in the on-hold status during business hours. | On-hold time - Business hours (min) |
| First reply time - Business hours (hrs) | 的duration in hours between when the ticket was created and the first public agent reply on the ticket within business hours. | VALUE(First reply time - Business hours (min))/60 |
| 第一个解决时间:Business hours (hrs) | 的duration in hours between when the ticket was created and its first resolution within business hours. | VALUE(First resolution time - Business hours (min))/60 |
| Full resolution time - Business hours (hrs) | 的duration in hours between when the ticket was created and its latest resolution within business hours. | VALUE(Full resolution time - Business hours (min))/60 |
| Requester wait time - Business hours (hrs) | 的number of hours a ticket spends in the New, Open, or On-hold status during business hours. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. SeeRequester wait timefor further explanation. | VALUE(Requester wait time - Business hours (min))/60 |
| Agent wait time - Business hours (hrs) | 的total combined time in hours that the ticket was in the pending status within business hours. It measures how long agents were waiting for the customer replies within business hours. | VALUE(Agent wait time - Business hours (min))/60 |
| On-hold time - Business hours (hrs) | 的total combined time in hours that the ticket was in the on-hold status during business hours. | VALUE(On-hold time - Business hours (min))/60 |
SLAs attributes
This section lists and defines all attributes available in the SLAs dataset.
| Attribute | Definition |
|---|---|
| SLA policy name | 的name of the SLA policy that the ticket is measured against. |
| SLA policy ID | 的ID number of the SLA policy that the ticket is measured against. |
| SLA policy unique ID | 的ID number of the SLA policy that is unique (unrepeatable). |
| SLA policy ticket ID | 的ticket ID of the SLA Policy |
| SLA metric | Which SLA metric is being measured (Agent Work Time, First Reply Time, Next Reply Time, Pausable Update Time, Periodic Update Time, Requester Wait Time, or Total Resolution Time). |
| SLA metric status | 的status of the SLA metric. The status can be Active or Completed. |
| SLA metric instance | Which reactivation instance of the metric is being measured on the ticket. |
| SLA target status | 的status of the SLA Target (goal). Attribute values are: Achieved or Breached. |
| SLA target operation hours | 的type of operating hours associated with the SLA target. Attribute values are: Business Hours, Calendar Hours. |
| SLA target in business hours | Indicates whether the hours of operation for the SLA policy is set to business hours. Attribute values are: True or False. For another way to report on this information, see theSLA target operation hoursmetric. |
| SLA event ID | 的ID number for an SLA event associated with the ticket. |
| Ticket ID | 的ID number of the ticket. |
| Ticket status | 的status of the ticket. |
| Ticket custom status name | 的name of a custom ticket status. This attribute appears only if you'veenabled custom ticket statuses. For tickets that existed before custom ticket statuses were enabled, this attribute returnsNULL. |
| Ticket custom status category | 的category that a custom ticket status is mapped to. This attribute appears only if you'veenabled custom ticket statuses. For tickets that existed before custom ticket statuses were enabled, this attribute returnsTicket Status. |
| Ticket custom status state | Returnstrueif a custom ticket status is active, orfalseif a custom ticket status is deactivated. This attribute appears only if you'veenabled custom ticket statuses. |
| Ticket group | Name of the group where the ticket was assigned. |
| Ticket channel | 的channel a ticket was created from. For more information about the ticket channels Explore collects, seeUnderstanding ticket channels in Explore. |
| Ticket brand | 的brand of the ticket. |
| Ticket external ID | 的external ID of the ticket. |
| Ticket form | 的current ticket form used on the ticket. |
| Ticket priority | 的ticket's priority. |
| Ticket subject | 的subject of the ticket. |
| Ticket problem ID | 的ID of the ticket defined as a problem ticket. |
| Ticket tags | 的tags associated with the ticket. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Ticket type | 的ticket type: Question, Incident, Problem, or Task. |
| Sharing agreement inbound | Affiliated instances of Zendesk Support and companies who share tickets with current instance of Zendesk Support. |
| Sharing agreement outbound | Affiliated instances of Zendesk Support and companies tickets are shared with. |
| Assignee name | 的name of the assignee. |
| Assignee role | 的role of an assignee, either admin, agent, or end user. |
| Assignee ID | 的ticket's assignee ID. |
| Assignee email | 的ticket assignees email address. |
| Assignee status | 的current status of the ticket assignee. |
| Assignee tags | Tags added to the assignee. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Requester name | 的name of the user who is asking for support through a ticket. By default, the requester of a ticket is the submitter, but the requester can be changed. For example, if an agent opens a ticket on behalf of a customer, the customer would be the requester and the agent would be the submitter. |
| Requester role | 的role of a requester, either admin, agent, or end user. |
| Requester ID | 的ID number for a ticket's requester. |
| Requester email | 的email address of the ticket requester. By default, this returns the primary email of the ticket requester. However, if a user has an unverified primary email addresses and a verified secondary email address, Explore uses the verified secondary email address. |
| Requester status | 的Zendesk status of the ticket requester. |
| Requester tags | Tags associated with the requester. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Submitter name | 的name of the user who actually created a ticket. By default, the submitter of a ticket is the requester, but the requester can be changed (the submitter cannot be). For example, if an agent opens a ticket on behalf of a customer, the agent would be the submitter and the customer would be the requester. |
| Submitter role | 的role of the submitter, either admin, agent, or end user. |
| Submitter ID | 的ID of the ticket submitter. |
| Submitter email | 的email address of the ticket submitter. By default, this returns the primary email of the ticket submitter. However, if a user has an unverified primary email addresses and a verified secondary email address, Explore uses the verified secondary email address. |
| Submitter status | 的status of the ticket submitter. |
| Submitter tags | Tags added to the ticket submitter. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Ticket organization name | 的name of the organization associated with the ticket. |
| Ticket organization ID | 的ID of the organization associated with the ticket. |
| Ticket organization status | 的status of the organization associated with the ticket. |
| Ticket organization tags | 的tags of the organization associated with the ticket. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Requester organization name | 的organization name of the ticket requester. |
| Requester organization ID | 的organization ID of the ticket requester. |
| Requester organization status | 的organization status of the ticket requester. |
| 请求者组织标记 | 的organization tags associated with the ticket requester. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Ticket satisfaction rating | 的satisfaction rating left by the customer on the ticket. Values: Good, Bad, Offered, Unoffered. |
| Ticket satisfaction comment | 的comment left by the customer along with the satisfaction rating. |
| Ticket satisfaction reason | 的reason selected by the customer along with the satisfaction rating. |
| Time - SLA status update | Includes a number of attributes that return the time and date when the SLA status was last updated. |
| Time - Ticket created | Includes a number of attributes that return the time and date when the ticket was created in various time measurements. |
| Time - Ticket solved | Includes a number of attributes that return the time and date when the ticket was marked as solved in various time measurements. |
| Time - Ticket last updated | Includes a number of attributes that return the time and date when the ticket was last updated. |
| Time - Ticket last assigned | Includes a number of attributes that return the time and date when the ticket was last assigned to an agent. |
| Time - Ticket first assigned | Includes a number of attributes that return the time and date when the ticket was first assigned to an agent. |
| Time - Ticket type - Task due | Includes a number of attributes that return the due date by which a ticket of type "Task" should be completed. |
Tip:You can also report on custom fields that you’ve created in Zendesk Support. SeeReporting with custom fields.
Group SLAs dataset
的Group SLAs dataset contains metrics and attributes that relate to yourgroup SLA policies. This section list all the available elements for the Zendesk Group SLA dataset. If you have active group SLA policies, the Group SLAs reporting dashboard enables you to easily view how well you are meeting these policies.
Note:This dataset appears only if you have tickets with group SLA policies applied. SeeDefining group SLA policies.
Group SLAs metrics
This section lists and defines all metrics available in the Group SLAs dataset.
| Metric | Definition | Explore formula |
|---|---|---|
| Group SLA tickets | 的number of tickets that have group SLA targets applied. | [Ticket ID] |
| Achieved group SLA tickets | 的number of tickets that met all applied group SLA policy targets. | D_COUNT(Group SLA tickets)-D_COUNT(Breached group SLA tickets)-SUM(Unbreached active group SLA tickets) |
| Breached group SLA tickets | 的number of tickets that have breached at least one group SLA policy target. | IF ( [Group SLA target status]="Breached") THEN [Ticket ID] ENDIF |
| Active group SLA tickets | 的number of group SLA tickets whose metrics have not been completed yet. | IF ([Group SLA metric status]= "Active") THEN [Ticket ID] ENDIF |
| 违反了活性基团SLA tickets | 的number of group SLA tickets whose metrics have not yet been completed, but at least one SLA policy target has been breached. | IF ([Group SLA metric status]= "Active" AND [Group SLA target status]= "Breached") THEN [Ticket ID] ENDIF |
| Unbreached active group SLA tickets | 的number of group SLA tickets whose metrics have not been completed yet and no group SLA policy targets have been breached, yet. | D_COUNT(Active group SLA tickets)-D_COUNT(Breached active group SLA tickets) |
| % Achieved group SLA tickets | 的number of tickets that met all applied group SLA policy targets expressed as a percentage of all group SLA tickets. | SUM(Achieved group SLA tickets)/(SUM(Achieved group SLA tickets)+D_COUNT(Breached group SLA tickets)) |
| % Breached group SLA tickets | 的number of tickets that have breached at least one group SLA policy target expressed as a percentage of all group SLA tickets. | D_COUNT(Breached group SLA tickets)/(SUM(Achieved group SLA tickets)+D_COUNT(Breached group SLA tickets)) |
| Group SLA policies | 的number of group SLA policies. | IF ( [Group SLA policy ID]!=NULL AND LENGTH(STRING([Group SLA policy ID]))>0) THEN COUNT_VALUES([Group SLA policy unique ID]) ENDIF |
| Achieved group SLA policies | 的number of group SLA policies that have been achieved. | COUNT(Group SLA policies)-COUNT(Breached group SLA policies)-SUM(Unbreached active group SLA policies) |
| Breached group SLA policies | 的number of group SLA policies that have been breached. | IF ( [Group SLA target status]="Breached" AND [Group SLA policy ID]!=NULL AND LENGTH(STRING([Group SLA policy ID]))>0) THEN COUNT_VALUES([Group SLA policy unique ID]) ENDIF |
| Active group SLA policies | 的number of group SLA policies whose metrics have not been completed yet. | IF ( [Group SLA metric status]= "Active" AND [Group SLA policy ID]!=NULL AND LENGTH(STRING([Group SLA policy ID]))>0) THEN COUNT_VALUES([Group SLA policy unique ID]) ENDIF |
| 违反了活性基团SLA policies | 的number of group SLA policies whose metrics have not yet been completed, but at least one group SLA policy target has been breached. | IF ( [Group SLA metric status]= "Active" AND [Group SLA target status]= "Breached" AND [Group SLA policy ID]!=NULL AND LENGTH(STRING([Group SLA policy ID]))>0) THEN COUNT_VALUES([Group SLA policy unique ID]) ENDIF |
| Unbreached active group SLA policies | 的number of group SLA policies whose metrics have not been completed and no policy targets have been breached. | COUNT(Active group SLA policies)-COUNT(Breached active group SLA policies) |
| Group SLA targets | 的number of group SLA targets. | [Group SLA event ID] |
| Achieved group SLA targets | 的number of group SLA targets that were achieved. | IF ([Group SLA target status]= "Achieved" ) THEN [Group SLA event ID] ENDIF |
| Breached group SLA targets | 的number of group SLA targets that were breached. | IF ([Group SLA target status]= "Breached") THEN [Group SLA event ID] ENDIF |
| Active group SLA targets | 的number of active group SLA targets. An active group SLA target is one whose metric has not been completed yet. | IF ([Group SLA metric status]= "Active") THEN [Group SLA event ID] ENDIF |
| 违反了活性基团SLA targets | 的number of active group SLA targets that have been breached. | IF ([Group SLA metric status]= "Active" AND [Group SLA target status]="Breached") THEN [Group SLA event ID] ENDIF |
| Unbreached active group SLA targets | 的number of active group SLA targets that have not been breached. | IF ([Group SLA metric status]= "Active" AND [Group SLA target status]=NULL) THEN [Group SLA event ID] ENDIF |
| % Achieved group SLA targets | 的percentage of group SLA targets that were achieved out of the total number of targets that were achieved and breached. | COUNT(Achieved group SLA targets)/(COUNT(Achieved group SLA targets)+COUNT(Breached group SLA targets)) |
| % Breached group SLA targets | 的percentage of group SLA targets that were breached out of the total number of targets that were achieved and breached. | COUNT(Breached group SLA targets)/(COUNT(Achieved group SLA targets)+COUNT(Breached group SLA targets)) |
| Achieved group SLA targets - Daily average | 的daily average of the achieved group SLA targets. | COUNT(Achieved group SLA targets)/DCOUNT_Values([Group SLA update - Date]) |
| Breached group SLA targets - Daily average | 的daily average of the breached group SLA targets. | COUNT(Breached group SLA targets)/DCOUNT_Values([Group SLA update - Date]) |
| Group SLA metric breach time (min) | 的time duration between the target time and actual group SLA fulfillment (in minutes) for the group SLA metric has been breached. | IF ([Group SLA target status]= "Breached") THEN VALUE(Group SLA metric completion time (min))- VALUE(Group SLA metric target time (min)) ENDIF |
| Group SLA metric target time (min) | 的group SLA target time (in minutes) for the group SLA metric. | (Group SLA metric target time (min)) |
| Group SLA metric completion time (min) | 的amount of time (in minutes) the group SLA metric was active. | (Group SLA metric completion time (min)) |
| Group SLA metric breach time (hrs) | 的time duration between the target time and actual group SLA fulfillment (in hours) for the group SLA metric has been breached. | IF ([Group SLA target status]= "Breached") THEN (VALUE(Group SLA metric completion time (min))- VALUE(Group SLA metric target time (min)))/60 ENDIF |
| 集团SLA度量目标时间(小时) | 的group SLA target time (in hours). | VALUE(Group SLA metric target time (min))/60 |
| Group SLA metric completion time (hrs) | 的amount of time (in hours) the group SLA metric was active. | VALUE(Group SLA metric completion time (min))/60 |
| Group SLA metric breach time (days) | 的time duration between the target time and actual group SLA fulfillment (in days) for the group SLA metric has been breached. | IF ([Group SLA target status]= "Breached") THEN (VALUE(Group SLA metric completion time (min))- VALUE(Group SLA metric target time (min)))/60/24 ENDIF |
| Group SLA metric target time (days) | 的group SLA target time (in days). | VALUE(Group SLA metric target time (min))/60/24 |
| Group SLA metric completion time (days) | 的amount of time (in hours) the group SLA metric was active. | VALUE(Group SLA metric completion time (min))/60/24 |
| First reply time (min) | 的duration in minutes between when the ticket was created and the first public agent reply on the ticket. | (First reply time (min)) |
| First resolution time (min) | 票时之间的分钟数created and when it was first resolved. | (First resolution time (min)) |
| Full resolution time - min | 的duration in minutes from when the ticket was created to its latest resolution. | (Full resolution time (min)) |
| Requester wait time (min) | 的number of minutes a ticket spends in the New, Open, and On-hold statuses. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. SeeRequester wait timefor further explanation. | (Requester wait time (min)) |
| Agent wait time (min) | 的total time in minutes that a ticket was in the pending status. It measures how long agents were waiting for the customer replies. | (Agent wait time (min)) |
| On-hold time (min) | 的total time in minutes that a ticket was in the on-hold status. | (On-hold time (min)) |
| First reply time (hrs) | 的duration in hours between when the ticket was created and the first public agent reply on the ticket. | VALUE(First reply time (min))/60 |
| First resolution time (hrs) | 的number of hours between when the ticket was created and when it was first resolved. | VALUE(First resolution time (min))/60 |
| Full resolution time (hrs) | 的duration in hours from when the ticket was created to its latest resolution. | VALUE(Full resolution time (min))/60 |
| Requester wait time (hrs) | 的number of hours a ticket spends in the New, Open, and On-hold statuses. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. SeeRequester wait timefor further explanation. | VALUE(Requester wait time (min))/60 |
| Agent wait time (hrs) | 的total time in hours that a ticket was in the pending status. It measures how long agents were waiting for the customer replies. | VALUE(Agent wait time (min))/60 |
| On-hold time (hrs) | 的total time in hours that a ticket was in the on-hold status. | VALUE(On-hold time (min))/60 |
| First reply time (days) | 的duration in days between when the ticket was created and the first public agent reply on the ticket. | VALUE(First reply time (min))/60/24 |
| First resolution time (days) | 的number of days between when the ticket was created and when it was first resolved. | VALUE(First resolution time (min))/60/24 |
| Full resolution time (days) | 的duration in days from when the ticket was created to its latest resolution. | VALUE(Full resolution time (min))/60/24 |
| Requester wait time (days) | 的number of days a ticket spends in the New, Open, and On-hold statuses. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. SeeRequester wait timefor further explanation. | VALUE(Requester wait time (min))/60/24 |
| Agent wait time (days) | 的total time in days that a ticket was in the pending status. It measures how long agents were waiting for the customer replies. | VALUE(Agent wait time (min))/60/24 |
| On-hold time (days) | 的total time in days that a ticket was in the on-hold status. | VALUE(On-hold time (min))/60/24 |
| First reply time - Business hours (min) | 的duration in minutes between when the ticket was created and the first public agent reply on the ticket within business hours. | (First reply time - Business hours (min)) |
| 第一个解决时间:Business hours (min) | 的duration in minutes between when the ticket was created and its first resolution within business hours. | (First resolution time - Business hours (min)) |
| Full resolution time - Business hours (min) | 的duration in minutes between when the ticket was created and its latest resolution within business hours. | (Full resolution time - Business hours (min)) |
| Requester wait time - Business hours (min) | 的number of minutes a ticket spends in the New, Open, or On-hold status during business hours. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. SeeRequester wait timefor further explanation. | (Requester wait time - Business hours (min)) |
| Agent wait time - Business hours (min) | 的total combined time in minutes that the ticket was in the pending status within business hours. It measures how long agents were waiting for the customer replies within business hours. | (Agent wait time - Business hours (min)) |
| On-hold time - Business hours (min) | 的total combined time in minutes that the ticket was in the on-hold status during business hours. | On-hold time - Business hours (min) |
| First reply time - Business hours (hrs) | 的duration in hours between when the ticket was created and the first public agent reply on the ticket within business hours. | VALUE(First reply time - Business hours (min))/60 |
| 第一个解决时间:Business hours (hrs) | 的duration in hours between when the ticket was created and its first resolution within business hours. | VALUE(First resolution time - Business hours (min))/60 |
| Full resolution time - Business hours (hrs) | 的duration in hours between when the ticket was created and its latest resolution within business hours. | VALUE(Full resolution time - Business hours (min))/60 |
| Requester wait time - Business hours (hrs) | 的number of hours a ticket spends in the New, Open, or On-hold status during business hours. This number is measured only after a ticket's status changes from New/Open/On-hold to Pending/Solved/Closed. SeeRequester wait timefor further explanation. | VALUE(Requester wait time - Business hours (min))/60 |
| Agent wait time - Business hours (hrs) | 的total combined time in hours that the ticket was in the pending status within business hours. It measures how long agents were waiting for the customer replies within business hours. | VALUE(Agent wait time - Business hours (min))/60 |
| On-hold time - Business hours (hrs) | 的total combined time in hours that the ticket was in the on-hold status during business hours. | VALUE(On-hold time - Business hours (min))/60 |
Group SLAs attributes
This section lists and defines all attributes available in the Group SLAs dataset.
| Attribute | Definition |
|---|---|
| Group SLA policy name | 的name of the group SLA policy that the ticket is measured against. |
| Group SLA policy ID | 的ID number of the group SLA policy that the ticket is measured against. |
| Group SLA policy unique ID | 的ID number of the group SLA policy that is unique (unrepeatable). |
| Group SLA policy ticket ID | 的ticket ID of the group SLA Policy |
| Group SLA metric | Which group SLA metric is being measured (Group ownership time). |
| Group SLA metric status | 的status of the group SLA metric. The status can be Active or Completed. |
| Group SLA metric instance | Which reactivation instance of the metric is being measured on the ticket. |
| Group SLA target status | 的status of the group SLA Target (goal). Attribute values are: Achieved or Breached. |
| Group SLA target operation hours | 的type of operating hours associated with the group SLA target. Attribute values are: Business Hours, Calendar Hours. |
| Group SLA target in business hours | Indicates whether the hours of operation for the group SLA policy is set to business hours. Attribute values are: True or False. For another way to report on this information, see theGroup SLA target operation hoursmetric. |
| Group SLA event ID | 的ID number for a group SLA event associated with the ticket. |
| Ticket ID | 的ID number of the ticket. |
| Ticket status | 的status of the ticket. |
| Ticket custom status name | 的name of a custom ticket status. This attribute appears only if you'veenabled custom ticket statuses. For tickets that existed before custom ticket statuses were enabled, this attribute returnsNULL. |
| Ticket custom status category | 的category that a custom ticket status is mapped to. This attribute appears only if you'veenabled custom ticket statuses. For tickets that existed before custom ticket statuses were enabled, this attribute returnsTicket Status. |
| Ticket custom status state | Returnstrueif a custom ticket status is active, orfalseif a custom ticket status is deactivated. This attribute appears only if you'veenabled custom ticket statuses. |
| Ticket group | Name of the group where the ticket was assigned. |
| Ticket channel | 的channel a ticket was created from. For more information about the ticket channels Explore collects, seeUnderstanding ticket channels in Explore. |
| Ticket brand | 的brand of the ticket. |
| Ticket external ID | 的external ID of the ticket. |
| Ticket form | 的current ticket form used on the ticket. |
| Ticket priority | 的ticket's priority. |
| Ticket subject | 的subject of the ticket. |
| Ticket problem ID | 的ID of the ticket defined as a problem ticket. |
| Ticket tags | 的tags associated with the ticket. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Ticket type | 的ticket type: Question, Incident, Problem, or Task. |
| Sharing agreement inbound | Affiliated instances of Zendesk Support and companies who share tickets with current instance of Zendesk Support. |
| Sharing agreement outbound | Affiliated instances of Zendesk Support and companies tickets are shared with. |
| Assignee name | 的name of the assignee. |
| Assignee role | 的role of an assignee, either admin, agent, or end user. |
| Assignee ID | 的ticket's assignee ID. |
| Assignee email | 的ticket assignees email address. |
| Assignee status | 的current status of the ticket assignee. |
| Assignee tags | Tags added to the assignee. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Requester name | 的name of the user who is asking for support through a ticket. By default, the requester of a ticket is the submitter, but the requester can be changed. For example, if an agent opens a ticket on behalf of a customer, the customer would be the requester and the agent would be the submitter. |
| Requester role | 的role of a requester, either admin, agent, or end user. |
| Requester ID | 的ID number for a ticket's requester. |
| Requester email | 的email address of the ticket requester. By default, this returns the primary email of the ticket requester. However, if a user has an unverified primary email addresses and a verified secondary email address, Explore uses the verified secondary email address. |
| Requester status | 的Zendesk status of the ticket requester. |
| Requester tags | Tags associated with the requester. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Submitter name | 的name of the user who actually created a ticket. By default, the submitter of a ticket is the requester, but the requester can be changed (the submitter cannot be). For example, if an agent opens a ticket on behalf of a customer, the agent would be the submitter and the customer would be the requester. |
| Submitter role | 的role of the submitter, either admin, agent, or end user. |
| Submitter ID | 的ID of the ticket submitter. |
| Submitter email | 的email address of the ticket submitter. By default, this returns the primary email of the ticket submitter. However, if a user has an unverified primary email addresses and a verified secondary email address, Explore uses the verified secondary email address. |
| Submitter status | 的status of the ticket submitter. |
| Submitter tags | Tags added to the ticket submitter. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Ticket organization name | 的name of the organization associated with the ticket. |
| Ticket organization ID | 的ID of the organization associated with the ticket. |
| Ticket organization status | 的status of the organization associated with the ticket. |
| Ticket organization tags | 的tags of the organization associated with the ticket. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Requester organization name | 的organization name of the ticket requester. |
| Requester organization ID | 的organization ID of the ticket requester. |
| Requester organization status | 的organization status of the ticket requester. |
| 请求者组织标记 | 的organization tags associated with the ticket requester. For important information about filtering reports using tags, seeReporting on ticket tags using filters. |
| Ticket satisfaction rating | 的satisfaction rating left by the customer on the ticket. Values: Good, Bad, Offered, Unoffered. |
| Ticket satisfaction comment | 的comment left by the customer along with the satisfaction rating. |
| Ticket satisfaction reason | 的reason selected by the customer along with the satisfaction rating. |
| Time - Group SLA status update | Includes a number of attributes that return the time and date when the group SLA status was last updated. |
| Time - Ticket created | Includes a number of attributes that return the time and date when the ticket was created in various time measurements. |
| Time - Ticket solved | Includes a number of attributes that return the time and date when the ticket was marked as solved in various time measurements. |
| Time - Ticket last updated | Includes a number of attributes that return the time and date when the ticket was last updated. |
| Time - Ticket last assigned | Includes a number of attributes that return the time and date when the ticket was last assigned to an agent. |
| Time - Ticket first assigned | Includes a number of attributes that return the time and date when the ticket was first assigned to an agent. |
| Time - Ticket type - Task due | Includes a number of attributes that return the due date by which a ticket of type "Task" should be completed. |
Tip:You can also report on custom fields that you’ve created in Zendesk Support. SeeReporting with custom fields.
118 Comments
You can try using the Agent Wait Time metric as this will get you the time a ticket was in pending status which is generally the time an agent is waiting for a response from the customer.
Let me know if you have any further questions.
Caveat to this is that ticket needs to be on pending status for the agent wait time counter to kick in. Still a good start. Thanks Alex!
I've been asked to create a report that says how many tickets were in the open or pending state as of a particular date or series of days. Is this even possible to do?
Hey Paul! That's exactly what the backlog dataset will allow you to do. Once you've selected the backlog dataset, you would selectTicketsas your metric, thenStatusas a row and eitherTime - Backlog recordedandTime - Backlog end of periodas a row as well. Then add a filter to look atOpenorPendingstatus.
Thanks,Madison HoffmanI was unfamiliar with the Backlog dataset. I'll give that a whirl and see if I can produce the report I need using that.
No problem Paul. I think the most confusing part of using the backlog dataset is understanding which date to use, so you might want to check out this article that helps break down your options:What is the difference between Backlog recorded and Backlog end of period?
Hi, we have a need to see tickets, in which after the ticket was given the status solved, the agent leaves a comment,
I tried to unload them using the formula
IF ([Ticket status on update - unsorted] = "solved")
AND [Open Comment] = TRUE
THEN [Ticket ID]
ENDIF
But it doesn't work, how can I do it?
Is there a ticket last updated date that indicates the last time a ticket was updated by the agent? The ticket updated date seems to change when the system automatically moved it from Solved to Closed.
Hi All
We're trying to measure the time it takes a ticket to be assigned for the first time in seconds. We want this time calculation so we can determine if a ticket has 'achieved' or 'breached' the first assignment time. Obviously Zendesk native SLAs don't track this metric 'First Assignment Time'.
So if a ticket was first assigned in less than 9 hours, then it 'achieves' the SLA. If it was longer than 9 hours for the first assignment it 'breaches'.
We are using the below standard calculated attribute to determine if a ticket was first assigned within a given timeframe (9hrs).
IF ([Ticket assigned - Second]<=32400)
THEN "Achieved"
ELif ([Ticket assigned - Second]>32400)
THEN "Breached"
ENDIF
My first question is: Will this ([Ticket assigned - Second]) calculate ONLY the first assigned time or will it return the time in between the LAST two times the ticket was assigned? For example, will it calculate the time between the second time the ticket was assigned to an agent and the third time it was assigned to an agent, with the third assignment being the last assignment. In effect does it give a rolling time calculation between the last two assignments?
My second question is: If we can figure out what the calculated attribute should be, is there anyway to ONLY measure this first assignment time in Business Hours and not calendar hours?
Any help highly appreciated :)
Greetings guys,
Thank you very much for the space to share knowledge and help us understand how this platform works so helpful for us resource managers.
I have been building a ticket database and have used several very beneficial metrics to measure the effectiveness of my team, in fact I only need one to complete the project and build my own graphs.
的metric or attribute that I am missing is the age of the tickets, so searching I found this formula:
IF ([Ticket custom status name] != "Solved")
THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_days")
ENDIF
Which I have pasted to my report but for some reason I don't know, no values are shown in the report and I don't understand why.
Possibly one of you has the key to the missing link :)
Thank you so much,
HiAndrews Dumith, it looks like the issue is you have created a standard calculatedattributeinstead of ametric.
Can you please try creating the metric (exactly the same formula as you shared) and see if it works?
HelloPedro Rodrigues (opservator.com)
Thanks for replying,
I did it and it didn't work either, any other ideas?
Andrews Dumithsorry that it didn't help! I can confirm it works as intended on my end (both attribute and metric):
So I'm wondering if it's something related to existing filters or the other metrics you have added to that report.
If you create a new report consisting only of the new metric and Ticket ID in rows, do you get values?
Pedro Rodrigues (opservator.com), yes if I try with a new report it's works.
So, why?
的re is a metrics limits or something like that?
Thank you in advance,
Andrews Dumith如果我想,我想说你的一个其他斯坦dard calculated metrics may be limiting the results and the new calculation. My suggestion would be to use the new report (where Ticket Age is returning values) and add your original report's items, one by one, until you detect what's causing the issue.
I have a question about Explore/Report Group SLAs:
1. Why I can't find any metrics about Group SLA - Value? (*picture) - In the red rectangle
2. Why I can't find any custom fields in attribute (row/column)?
will those are really not be available in the Support - Group SLAs dataset?Hello!
I am trying to create a report showing me how many customers have requested exactly two tickets with us. Is there any way this is doable?
Yes, that can be achieved, and here's the recipe:Explore recipe: Number of tickets submitted by your users. Through this you'd get a list of requesters and the number of of tickets they submitted. Then on on your metric filter you'd set those with 2 tickets. apart from this recipe, would be custom metric, which is outside the scope fo Zendesk Support Advocacy. I hope this helps!
I have created a formula that calculates the "AgentRanking" or ranking of a support agent using various criteria related to Zendesk tickets.
Below is a breakdown of the steps and calculations performed in the formula:
1. The "TotalTicketsSolved" variable is used to count the total number of resolved tickets in Zendesk that have a status ("Status") of "Solved".
2. The variable "TotalTicketsSolvedUncategorized" is used to count the total number of tickets in Zendesk that have a Priority ("Priority") of "Uncategorized".
3. The average time to full resolution ("AvgFullResolutionTime") is calculated based on the pre-set ranges, i.e. "0-5 hrs", value 3 is assigned; if it falls within "1-7 days", value 10 is assigned, and so on. If the resolution time does not match any range, the value 0 is assigned.
4. The average time to first response ("AvgFirstReplyTime") is calculated using the average function. As in the previous step, numerical values are assigned to each range.
5. The average first resolution time ("AvgFirstResolutionTime") is calculated the same as 3 and 4.
6. The average total resolution time ("AvgSolvedTime") is calculated using the average function on the "SolvedTime(Hrs)" column.
7. The percentage of tickets resolved on the same day ("SameDayResolvedPercentage") is calculated. The number of tickets for which the "SameDayResolved" column is equal to 1 (indicating that they were resolved on the same day) is counted and divided by the total number of tickets.
8. Once all the variables have been calculated, they are combined to obtain the "AgentRanking". Each component of the ranking is multiplied by a specific weight and summed to obtain the final result. The weights are assigned as follows:
- "TotalTicketsSolved" and "TotalTicketsSolvedUncategorized" have a weight of 20% each.
- AvgFullResolutionTime" and "AvgFirstResolutionTime" have a weight of 15% each.
- AvgFirstReplyTime", "AvgSolvedTime" and "SameDayResolvedPercentage" have a weight of 10% each.
What do you think about this way of ranking the agents?
What could you add or remove from the formula?
Thank you,
Hi everyone,
Is there a way to get the average handled time of agent in handling the ticket from ticket assigned to ticket solved.
Hi Melvin,
You can check out the Time Tracking App. Using the app, you can create handling time metrics. You can check out the articlesUsing the Time Tracking appandTime Tracking app: Metrics you need to be measuring.
Hope this helps.
New to Zendesk and need to create a report for resolved incidents by quarter for my Help Desk Group. All off the predefined filter combinations I have used have not worked to give me what I need. Hitting a wall and need some help figuring this out before I put my head through the wall lol
Hi Simon,
I will be roping you in a ticket for your concern so that we can discuss the specifics of the report you want to create. Please keep a lookout for my email.
Thank you.
嗨,有没有一种方法来计算人数f agents who were assigned to a chat channel per hour who were online? Thanks
I regret to inform you that there isn't a method to generate a report for the history of online agents. However, through the use oflive dashboards in Explore, you can actively monitor which agents are currently online and view their assignments to open tickets, chats, conversations, and calls in real-time. This real-time capacity reporting is a valuable tool for supervisors, allowing them to effectively manage agent availability, workload distribution across teams, and the monitoring of individual agent performance, all within a centralized dashboard.
I'm trying to solve how many tickets are assigned to a Tier 3 escalation agent, versus how many they solve, in a given time frame (lets say monthly). However, I can't figure out how to get a count of tickets assigned in a time frame. Finding tickets completed in a time frame is easy. Would this require a custom attribute?
Hi
I need to understand the Full Resolution time metric/report.
It states - Median time from last assignment to full resolution.
What is last assignment? Essentially what i want is to see the average time a ticket takes to get to solved from when the End User creates the ticket (not when an agent creates the ticket and sends to end user via selecting the status as SOLVED)
Also- how can i differentiate between a ticket on SOLVED - to when the End User replies back
Scenario- End User sends an email (ticket) >> agent replies and set tickets status to solved >> end user replies back within 24 hours >> different agent replies and again solves tickets status as SOLVED
With the metrics, would this come as 2 tickets as solved? and for the full resolution, is it counting its full resolution each time it is set to solved, or just on the final time it is set as solved?
Thanks
Hi,
I have a doubt. Do internal messages and the side conversations affect the one-touch ticket resolution metrics?
Example: if a ticket has 1 internal note and 1 message to the customer, does it count as one-touch ticket?
Thank you for the clarification!
Pleasesign into leave a comment.