Create Average Replies Report in Zendesk Explore
How can I create a report for average replies per ticket per day in Zendesk Explore?
To create a report for average replies per ticket per day in Zendesk Explore, you'll need to follow a few steps. First, ensure you have Zendesk Explore Professional or Enterprise and the necessary permissions. Then, in Explore, click the reports icon and select 'New report'. Choose the 'Support - Updates history' dataset and start the report.
Next, create a Standard calculated metric with the formulaD_COUNT(Agent comments)/D_COUNT(Tickets updated). Add this metric to your report and set the aggregator to AVG. Finally, add the necessary attributes and filters to refine your report, such as 'Updater name' and 'Update - Date'. For more details, check out the originalZendesk help article.
More related questions
What permissions are needed to create a report in Zendesk Explore?
To create a report in Zendesk Explore, you need to have Editor or Admin permissions. These permissions allow you to access the necessary features and datasets within Explore to build and customize reports. If you're unsure about your permissions or…
What dataset should I use for creating a report on average replies in Zendesk Explore?
When creating a report on average replies per ticket in Zendesk Explore, you should use the 'Support - Updates history' dataset. This dataset contains the necessary ticket update information to calculate the average number of replies an agent makes…
How do I calculate the average agent replies per ticket per day in Zendesk Explore?
To calculate the average agent replies per ticket per day in Zendesk Explore, you need to create a Standard calculated metric. Use the formulaD_COUNT(Agent comments)/D_COUNT(Tickets updated)to compute the ratio between public agent replies and…
Can I filter my Zendesk Explore report to show only public comments?
Yes, you can filter your Zendesk Explore report to show only public comments. In the Filters panel, add the 'Comment type' attribute and include only 'Public' comments. This ensures that your report focuses solely on the public interactions agents…
How can I include only Admin and Agent roles in my Zendesk Explore report?
To include only Admin and Agent roles in your Zendesk Explore report, you need to add a filter for the 'Updater role' attribute. In the Filters panel, select 'Updater role' and include only the 'Admin' and 'Agent' roles. This filtering ensures that…
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