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When youcreate a report,你必须至少添加一个度量和可选tributes. Metrics are quantifiable values, such as the number of tickets, replies to tickets, and agent or customer wait times. Attributes are non-quantifiable values, such as ticket ID, ticket tags, and assignee names.

There are many metrics and attributes that you can use for each Zendesk product. To learn what's available, seeUnderstanding Explore datasets.

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Using metrics in reports

You canadd metricsin different sizes, colors, on a dual axis, to a trend line, or include them in datatips.

You can calculate your metric results in different ways, such as summation (SUM) or count (COUNT). The aggregator in front of the metric name tells you which calculation is currently applied. Explore automatically applies a default aggregator, but you can select a new one. SeeChanging metric aggregators.

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Measuring results by color and size

You can measure a metric's results in a color gradient or with different display sizes.

In the image below,Agent replieshas been added as a color-encoded metric. At the upper-right of the chart, you can see how results are distributed in the color gradient.

In the image below,Agent replieshas been added as a size-encoded metric. At the upper-right of the chart you can see how results are distributed in the different sizes. Size-encoding options cannot be edited.

To add a color or size-encoded metric

In theMetricspanel, click theColor-encodingicon () or theSize-encodingicon ().
Select the metric you want to color-encode, or size-encode..

To change the color style

Click the chart configuration icon ().
ClickColors.
From theColor encodingdrop-down list, choose a new color style.

Adding a metric as a secondary axis

On some chart types, you can add a metric as adual axis, or secondary axis. This is an easy way to compare metrics with different scales and separate results that would be difficult to analyze.

In the image, theUnresolved unreplied ticketsmetric uses a much smaller scale than theAgent repliesandTicketsmetrics. As the image below shows, the results from this metric are difficult to view.

To make data easier to view, you can addUnresolved unreplied ticketsas a dual axis. This displays the metric by its own scale and visualization as displayed below:

To add a dual axis metric

In theMetrics双重轴面板中,单击图标().
Select the metric you want to use for the dual axis.

You can edit the dual axis inChart configuration>Secondary axes.

Displaying a metric's result as a trend line

Similar to a dual axis, you can add a metric as a trend line to separate results. You can also display the trend for each metric by adding trend lines inChart configuration>Trend line.

Note:If one of your metrics is added as a trend line and you add a trend line inChart configuration, an additional line will not appear for that metric.

To add a metric as a trend line

In theMetricspanel, click the trend line icon ().
Select the metric you want to add as a trend line.

You can edit trend line options, including hiding and displaying values inChart configuration>Trend line.

Restricting metric results to datatips

If you do not want a particular metric to display on the report, but still want users to be able to see the data, you can add the metric as a datatip. Any results from the metric added as a datatip will appear when a user hovers over a data point. For more information on adding and customizing datatips, seeWorking with datatips.

In the image below, only the replies metric is visible on the report, but when a viewer hovers over a data point, they can see the corresponding number of tickets results.

Datatips

To add a metric as a datatip

In theMetricspanel, click the datatips icon ().
Select the metric you want to display as a datatip.

Using comparison lines to highlight metric results

Comparison lines can highlight multiple metric results for one value. When you add a comparison line, you can hover over any data point to view all results for the same X axis location. Comparison lines are useful when your attribute has several values, but your screen size cannot display each label.

To add comparison lines:

In the chart configuration menu (), selectDatatips.
SelectComparison linefrom theModedrop-down list.

Using attributes in reports

Within a report, you canadd attributesto theColumns,Rows,Filters, andExplosionspanels.

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Adding attributes to columns

Columns slice your results by the attribute's values in one chart. To add an attribute to theColumnspanel, clickAdd, then select an attribute.

Note:You can switch attributes in theColumnsandRowspanels by clicking pivot table (

) in theColumnspanel. The pivot table feature saves you time by automatically moving your attributes, so you don't have to drag and drop.

Below is an example with the attributeTicket created - Monthadded as a column.

Adding attributes to rows

If you add an attribute to theRowspanel, you can see individual charts for each of your attribute's values without selecting or excluding results. You can view a value using the行选择器to the left your chart.

Below is an example of a report with theTicket statusattribute added as a row. The valueClosedis selected in the row selector.

Adding attributes to explosions

Similar to rows, attributes added to theExplosionspanel break your report into individual charts based on the attribute's values. Unlike rows, explosions show all charts side-by-side. This provides a simple way to compare results, but if your attribute has several values, you should consider selecting values to display or using rows.

You can display a maximum number of 30 charts using an Explosion. If the attribute you add to theExplosionspanel returns more than 30 values, apply a filter to restrict the number of values returned.

Adding attributes as filters

Attributes added as filters enable you to select or exclude values to include in the report results. Results are filtered to the values you select, but the attribute names do not appear in your report. Instead, all your applied filters are listed underneath your report. This list includes any result manipulations you create.

For example, the results below are filtered by theOpenticket status, but the attribute name is not displayed on the report.

To limit performance issues, Explore currently returns only the first 50,000 rows from a report. To successfully run the report, consider using a filter to limit the results returned.

2 Comments

Oanh Chau
- March 13, 2023 08:58
Hi,

I would like to make report as the following format, could you please show me how to do this?

0
Justin H
- April 09, 2023 21:52
Zendesk Customer Care
HelloOanh Chau,

You should be able to make a report like this in the Support: Tickets Dataset. The screenshot below is a bare bones idea of what metrics and attributes you would need to use:

The Test Tag Inclusion metric I have here uses the following formula to display only solved tickets with the tags you specify:
```
IF (([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed"))
AND (INCLUDES_ANY([Ticket tags], "your_tag_here"))
THEN [Ticket ID]
ENDIF
```
You would need to make two custom metrics for your Large and Super Large tags, so they will show as separate columns in your report.
0

Pleasesign into leave a comment.

Using metrics and attributes in reports