Adjusting Cost of Service Metric for Multiple Rates
How can I adjust the cost of service metric for different hourly rates?
If you have multiple hourly rates to consider, you can adjust the cost of service metric by using conditional statements in your formula. This is useful for organizations with different regional hubs or varying agent rates.
To accommodate different rates, use an IF THEN ELSE or CASE statement in your metric formula. This allows you to apply different calculations based on custom ticket fields, such as regional hub identifiers. For more guidance, refer to the Zendesk documentation on using conditional expressions.
More related questions
How can I calculate the estimated cost of service using Zendesk?
To calculate the estimated cost of service in Zendesk, you'll need to use the Zendesk Time Tracking app and Explore. The process involves creating a calculated metric that converts the time spent on tickets into a cost based on your hourly rate….
What do I need to create a cost of service metric in Zendesk?
To create a cost of service metric in Zendesk, you'll need a few key components. These include Zendesk Explore Professional or Enterprise, Editor or Admin permissions, ticket data in Zendesk Support, and the Zendesk Time Tracking app. The Time…
How do I use the cost of service metric in Zendesk reports?
Once you've created the cost of service metric, you can use it in any report that utilizes the Support: Tickets dataset in Zendesk Explore. This allows you to analyze the total cost of service for all tracked time spent on tickets. To use the…
Can I use the cost of service metric without the Time Tracking app?
Unfortunately, the cost of service metric relies on data from the Zendesk Time Tracking app, so it cannot be used without it. The app populates custom fields with time tracking data, which is essential for the metric's calculations. If you attempt…
Is Zendesk Explore Professional sufficient for the cost of service recipe?
Yes, Zendesk Explore Professional is sufficient for executing the cost of service recipe. The recipe is compatible with both Explore Professional and Enterprise plans. If you're using Explore Professional, you can follow the steps outlined in the…
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