Calculate Ticket Difference in Zendesk Explore
How do I calculate the difference between an agent's and group's tickets in Zendesk Explore?
To calculate the difference between an agent's and their group's tickets in Zendesk Explore, create a third standard calculated metric. This metric will subtract the agent's tickets from the group's tickets.
In the report builder, create a new standard calculated metric and use a formula that excludes the agent's tickets from the group's total. This will give you the difference, allowing you to see how many more or fewer tickets the agent has compared to their group.
More related questions
How can I compare an agent's tickets to their group's tickets in Zendesk Explore?
To compare an agent's tickets to their group's tickets in Zendesk Explore, you need to create two standard calculated metrics. First, create a metric for the agent's tickets by using a formula that specifies the agent's name. Then, create another…
What skill level and time commitment is needed to create a report in Zendesk Explore?
Creating a report in Zendesk Explore requires an average skill level and approximately 20 minutes of your time. This process involves setting up calculated metrics to compare an agent's performance against their group. You'll need to be comfortable…
Can I dynamically compare any agent's tickets against their team in Zendesk Explore?
Currently, Zendesk Explore does not support dynamic comparison of any agent's tickets against their team without manually specifying agent names. Each agent's name must be hardcoded into the formula for the calculated metrics. While this might be…
Is it possible to use current user instead of hardcoding agent names in Zendesk Explore?
Unfortunately, Zendesk Explore does not currently support using 'current user' in place of hardcoded agent names in formulas. The assignee's name must be explicitly stated in the formula. This limitation means that each report must be manually…
How can I compare solved cases per month for an agent and their group in Zendesk Explore?
To compare solved cases per month for an agent and their group in Zendesk Explore, modify the calculated metrics to include only solved tickets. Use the 'Ticket status - Unsorted' attribute to filter for 'Solved' or 'Closed' tickets. Create…
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