Comparing Yearly and Overall Resolution Time
How can I compare yearly and overall full resolution time in Zendesk Explore?
To compare the yearly and overall full resolution time, you can create a chart that shows the average full resolution time for each year and compares it to the overall average resolution time.
Start by creating a new report in the Support - Tickets dataset and a calculated metric named 'Full resolution time (fixed)' with the formula:ATTRIBUTE_FIX(AVG(Full resolution time (min))). Add this metric to your report along with the 'Full resolution time (min)' metric, and use the 'Ticket created - Year' attribute to compare yearly and overall resolution times.
More related questions
What are aggregation-level functions in Zendesk Explore?
Aggregation-level functions in Zendesk Explore allow you to control how metrics are sliced by attributes in your reports. Normally, metrics are sliced by all attributes added to a report, but with aggregation-level functions, you can specify which…
How does the ATTRIBUTE_FIX function work in Zendesk Explore?
The ATTRIBUTE_FIX function in Zendesk Explore slices a metric by only the attributes specified in the function. This means that any other attributes added to the report will not affect the metric, although filters will still apply. This function is…
What is the purpose of the ATTRIBUTE_ADD function in Zendesk Explore?
The ATTRIBUTE_ADD function in Zendesk Explore extends the metric aggregation to include additional attributes specified in the function, along with those already in the report. This means that the metric will be sliced by both the report's…
How can I find the total number of tickets per group using ATTRIBUTE_FIX?
To find the total number of tickets per group using ATTRIBUTE_FIX, you need to create a calculated metric that returns the total number of tickets in each group without being sliced by other attributes. Start by creating a new report in the Support…
How do I calculate the percentage of tickets from the quarterly volume?
To calculate the percentage of tickets from the quarterly volume, you can create a report that shows the percentage of tickets created each month from the total number of tickets created each quarter. Create a new report in the Support - Tickets…
How do I find the average number of tickets per group using ATTRIBUTE_ADD?
To find the average number of tickets per group using ATTRIBUTE_ADD, you can create a calculated metric that returns the average number of tickets per group without adding the group attribute to the report. Create a new report in the Support -…
How can I find the highest average resolution time per assignee?
To find the highest average resolution time per assignee, you can create a KPI that shows this metric across all assignees. Create a new report in the Support - Tickets dataset and a calculated metric named 'Resolution time per assignee' with the…
How do I find the average number of ticket comments per agent?
To find the average number of ticket comments per agent, you can create a bar chart that shows this metric. Create a new report in the Support - Tickets dataset and a calculated metric named 'Comments per ticket' with the formula:…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
