I tried by creating a calculated metric with this formula and the COUNT aggregator: I'd like to create a pie chart reporting only on the tickets containing main_tag, and finding how many of them have tag_A, how many have tag_B, how many tag_C, and how many tag_D. Some tickets also contain multiple tags (ie. Of all these tickets, some contain a tag_A, others contain a tag_B, others contain a tag_C, and others a tag_D. We have a bunch of tickets all containing the same tag (let's say main_tag). Returns the organization tags of the call end-user.įor a full list of metrics and attributes you can use in Explore, see Understanding Explore datasets. Each person thatĮngages in a call has their own interactions with the system and areĬonsidered a different leg by the system. Returns the Talk call leg agent's user profile tags. The tags associated with the agent for a Talk call. The tags associated with the agent for the Knowledge or KnowledgeĪvailable in the Guide: Knowledge Capture dataset Returns the organization tags of the person who made the ticketĪvailable in the Support: Updates history dataset Returns the tags of the user who updated the ticket. Returns the tags associated with the organization of the ticketĪvailable in the Support: Tickets, SLAs, and Updates Returns the tags of the organization associated with the Returns the tags associated with the submitter of the Returns the tags associated with the user who requested theĪvailable in the Support: Tickets, SLAs, and Updates history Support: Tickets, SLAs and Updates history datasets. Returns the tags associated with an assignee. Tickets, SLAs, Updates history, Guide: Answer Bot, Guide: Knowledge Returns the tags associated with a ticket. Note: Explore stores the first 255 characters of each tag it collects. Using INCLUDES in a standard calculated metric.Using INCLUDES in a standard calculated attribute with multiple conditions.Filtering a specific tag from all metrics on a report.Returning specific values when a certain tag is present.Finding tickets that contain a specific string in one of their tags.Finding tickets that have one tag, but don't have another tag.Finding tickets that have one of two tags.This section contains the following examples: The ticket must contain all of the supplied tags to beĪdditionally, you can use the wildcard (%) character before or after a tag to NOT INCLUDES_ALL: Returns tickets that don't include all of the.If the ticket includes any of the supplied tags, it's NOT INCLUDES_ANY: Returns tickets that don't include one of the.INCLUDES_ALL: Returns tickets that have all supplied tags.INCLUDES_ANY: Returns tickets with one of the supplied tags.To use these examples, you'll need to be familiar with standard calculated metrics andĪttributes in Explore and understand how to write formulas. In this section, you'll learn how to use Explore's INCLUDES_ANY and INCLUDES_ALLįunctions to give you much more power and flexibility when you work with tags.
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