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Hi,

I’m hoping to get some help from the community with a custom metric in Analytics. I have reviewed the helpdesk articles, but haven’t found something that has similar samples to work with.

If you know of a place where I can find sample metrics, that would be great.

The metric I’m trying to create is a simple sum of the following:

(Total tickets where Source is Phone) + (Total tickets where Source is Portal) + (Total tickets where Source is Email AND Agent reply count > 0)

I can’t figure out how to achieve this.

Thanks!

Hi Spencer.

As easy as it may look, that is kind of advanced metrics for Analytics.

Try to set up filter to Advanced and you could add some basic complexity to the queries, and you should be able to get what you need.

Your requirement could be re-written like this:

((Total tickets where Source is Phone) + (Total tickets where Source is Portal)) + (Total tickets where Source is Email AND Agent reply count > 0)

That could be re-arranged as:

((Total tickets where Source is (Phone or Portal)) + (Total tickets where Source is Email AND Agent reply count > 0)

Again, that could be re-written as follows:

((Total tickets where Source includes (Phone, Portal)) OR (Total tickets where Source is Email AND Agent reply count > 0)

This one could be represented using Advanced filter and choosing Match ANY, which would provide the inner OR.

 

Hope this helps.

 

Regards,

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