Show Business Hours in Zendesk Explore Reports
How do I adjust a Zendesk Explore report to show business hours instead of calendar hours?
To adjust a report to show business hours, create a new First Reply Time Bracket attribute using business days in the formula.
In Zendesk Explore, go to Calculations > Standard Calculated attribute and use a formula that calculates time brackets based on business hours. This will allow you to view time brackets like '0-1 hrs' or '1-8 hrs' based on your business hours, such as 9am-5pm.
More related questions
How can I display tickets answered within different time brackets in Zendesk Explore?
To display tickets answered within different time brackets in Zendesk Explore, you need to create a report using the Support - Tickets dataset. Start by clicking the reports icon in Explore, then select 'New report'. Choose the 'Support - Tickets'…
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 datasets and tools within Explore to build and customize reports. If you're unsure about your permissions, you…
How can I show both absolute values and percentages in the same Zendesk Explore report?
To display both absolute values and percentages in the same report, you can duplicate the metric and add both to your query. In the chart configuration, change the display format of one metric to show as a percentage. This allows you to have two…
Can I customize the order of time brackets in a Zendesk Explore report?
Yes, you can customize the order of time brackets in a Zendesk Explore report by using an ordered set. This allows you to maintain a specific order for your time brackets, such as ensuring '1-7 days' appears before '5-24 hrs'. For more detailed…
How can I create a report for tickets replied to within 60 minutes in Zendesk Explore?
To create a report for tickets replied to within 60 minutes, you can create a Group attribute in Zendesk Explore. Use the First Reply time brackets attribute to isolate the 0-1 hour value and group all other values together. This setup allows you…
How can I calculate the percentage of tickets touched by an agent outside business hours?
To calculate the percentage of tickets touched by an agent outside business hours, use a Standard calculated attribute in Zendesk Explore. Create a formula that identifies tickets received outside your business hours and calculates the percentage…
How can I display both the percentage and number of tickets in a bar graph in Zendesk Explore?
To display both the percentage and number of tickets in a bar graph, you can use the result manipulation options in Zendesk Explore. First, ensure you have both metrics in your query. Then, configure your chart to show result labels with displayed…
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