Creating Standard Calculated Metrics in Zendesk Explore
How do I create a standard calculated metric in Zendesk Explore?
Creating a standard calculated metric in Zendesk Explore involves a few steps. First, navigate to the Reports section and start a new report using the Support - Tickets dataset. Then, access the Calculations menu and select Standard calculated metric.
You'll need to enter a descriptive name for your metric, such as 'CSAT offered but not responded to', and input the appropriate formula. For instance, you can use the formula:IF ([Ticket satisfaction rating]= "Offered") THEN [Ticket ID] ENDIF. Once you've entered the formula, simply click Save to create your metric.
More related questions
What do I need to create a CSAT breakdown report by customer sentiment in Zendesk?
To create a CSAT breakdown report by customer sentiment in Zendesk, you'll need a few specific resources. You'll need Zendesk Explore Professional or Enterprise, Editor or Admin permissions, and access to ticket data that includes CSAT ratings and…
How can I order sentiment values in a Zendesk Explore report?
Ordering sentiment values in a Zendesk Explore report is straightforward. Begin by selecting the Calculations menu and choosing Ordered set. Name your ordered set descriptively, like 'Sentiment positive to negative'. In the Computed from field,…
What steps are involved in creating a CSAT by sentiment report in Zendesk?
Creating a CSAT by sentiment report in Zendesk involves several key steps. Start by adding metrics such as 'CSAT offered but not responded to', 'Good satisfaction tickets', and 'Bad satisfaction tickets' to the Metrics panel. Change the metric…
Why is the intelligent triage feature important for CSAT reports in Zendesk?
The intelligent triage feature is crucial for CSAT reports in Zendesk because it helps identify the sentiment associated with customer tickets. By analyzing sentiment, you can correlate it with customer satisfaction ratings, providing insights into…
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