Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
Metrics are what you count, attributes are how you group. Confusing the two is the commonest reason a report will not build.
The distinction
A metric produces a number: tickets solved, average first reply time, satisfaction score. An attribute produces a category: agent, month, channel, priority.
Numbers go in the middle of the report; categories go along the edges.
The test
Can you add it up? Tickets can be added; agents cannot. If adding it up is meaningless, it is an attribute.
Where it gets confusing
Priority looks numeric and is a category. Ticket ID is a number and is an identifier. Neither should be summed, and both are offered in ways that let you try.
One metric, one or two attributes
"Tickets solved" by "agent" and by "month" is readable. Adding channel and priority produces a table with hundreds of cells that answers nothing.
Time attributes have levels
Day, week, month, quarter, year. Choosing the wrong one is the difference between a chart showing a trend and one showing noise: daily volume over a year is unreadable, monthly is clear.
Custom fields appear as both
A custom field can arrive as an attribute you group by. A numeric one can also be a metric. Check which you have picked, because the report will build either way and mean different things.
If a metric is missing
It is either in another dataset, or it is a calculation you need to define. Check the dataset first; the second is more work than most people expect.
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