Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Admin |
A calculated metric is a number you define: a ratio, a count meeting your own conditions, a measure of your own.
Create one
- Create or open a report in Explore.
- Click the Calculations menu icon and select Standard calculated metric.
- Give it a descriptive name, avoiding quotation marks, and write the formula in the Formula field.
- Set how it aggregates, then save. It is then available to every report on the same dataset.
- Test it in a report against something you can verify.
Two common shapes
A conditional count. Tickets meeting several conditions at once: solved, within target, on a particular channel.
A ratio. One metric divided by another, such as reopens as a share of solves.
Ratios need care about what they divide
A percentage means nothing without knowing its base. "Ten per cent reopened" divided by tickets solved this month is different from divided by tickets created, and both are defensible.
Say which in the metric's own name.
Watch for dividing by zero
A group with no tickets in the period produces a blank or an error, which then shows up as a gap in a chart. Handle the empty case explicitly.
Aggregation is part of the definition
A metric that sums and one that averages behave differently the moment somebody groups the report by something else. Check yours behaves sensibly when grouped by agent, by month, and with no grouping at all.
Verify against a known number
Build it, then check one month against a figure you can count another way. Calculated metrics are the easiest place in Explore to produce something confidently wrong.
Name it unambiguously
"Reopen rate (reopens / solved, month)" is a long name and it prevents a year of misinterpretation.
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