📊 Using Zendesk Explore to create Reports and Dashboards with Stylo Scores

 

Step 1 –Go to metric panel and add both date range calculated metrics in the metric  

panel using AVG.  

Step 2- Go to Visualization type and select table chart. 

Step 3- Go to Result manipulation menu ( ) and select Result metric calculation 

where we will be calculating the % change for the metric for previous two weeks versus  

prior previous two weeks. See the image given below;  

Step 4-Go to Chart configuration ( ) and select Chart where we will be configuring the chart. This will  allow you to unwatch the header visibility and change the font size and text style. 

Step 5- Similarly, go to the columns after chart and unwatch the AVG(metrics above) and choose the  alignment and height as per your interest.  

Step 6- Similarly, go to the Display format after column and keep the formatting as given below in the  image for % change and no need to format other involved metrics.  

Step 7- Similarly, go to the Colors and make sure there is none of color options being used. No need to  format the table and finally Save the chart after giving it a meaningful name.  

Step 8- If increase, then (▲), if decrease, then (▼). Depending on your metrics, you can change the  color from chart configuration section on the right-hand side. 

 

Metric 2 : Avg. Urgency Score

Data Range: Previous Two Weeks Comparison: Prior Previous Two Weeks Chart Type: Zendesk Explore Bullet, KPI, Table Dataset: Support -Tickets 

Custom Metric Building→ 

Follow the same procedure and steps used above for “Frustration Score” and change  

the metrics and name for creating these date range calculated metrics according to  

details given below;  

Date Range Calculated Metrics Name:  

Here, we are going to create two different date range calculated metrics;  

-> Urgency - Previous two weeks 

-> Urgency - Prior Previous two weeks

Original Metric: 

-> Stylo Peak Frustration 

Defined On:  

Ticket Created 

Report Building→ 

Bullet Chart: We are going to follow the same steps used above (for Frustration Score)  

for creating the Urgency Score as well.  

KPI Chart: We are going to follow the same steps used above (for Frustration Score) for  

creating the Urgency Score as well. 

% Change Table Chart: We are going to follow the same steps used above (for  

Frustration Score) and % change for urgency score as well.

Note: According your naming convention, use the proper and meaningful name for % change  standard calculated metric. If increase, then (▲), if decrease, then (▼). Depending on your  metrics, you can change the color from chart configuration section on the right-hand side. 

 

Metric 3 : P-CSAT

Data Range: Previous Two Weeks Comparison: Prior Previous Two Weeks Chart Type: Zendesk Explore Bullet, KPI, Table Dataset: Support -Tickets 

Report Building→ 

Bullet Chart: We are going to follow the same steps used above (for Frustration Score)  for creating the P-CSAT Score as well and keep the formatting as same as possible.  However, we need to change the colors of horizontal bar (bullet chart) based on the  definition on P-CSAT Score. Also, we are going to change the scoring scale as well.  

KPI Chart: We are going to follow exactly the same steps used above (for Frustration  Score) for creating the Urgency Score as well. 

Note: According your naming convention, use the proper and meaningful name your  date calculated metrics. If increase, then (▲), if decrease, then (▼). Depending on your 

metrics, you can change the color from chart configuration section on the right-hand  

side. 

% Change Table Chart: We are going to follow the same steps used above (for  

Frustration Score) for creating % change table chart for P-CSAT as well. 

 

Metric 4 : Delight Score

Data Range: Previous Two Weeks Comparison: Prior Previous Two Weeks Chart Type: Zendesk Explore Bullet, KPI, Table Dataset: Support -Tickets 

Report Building→ 

Bullet Chart: We are going to follow the same steps used above (for Frustration Score)  

for creating this chart for the Delight Score as well and keep the formatting as same as  

possible. However, we need to change the colors of horizontal bar (bullet chart) based  

on the definition on Delight Score. Also, we are going to change the scoring scale as  

well.  

 

 

 

KPI Chart: We are going to follow exactly the same steps used above (for Frustration  Score) for creating this chart for Delight Score as well. 

Note: According your naming convention, use the proper and meaningful name for your date calculated metrics. If increase, then (▲), if decrease, then (▼). Depending on  your metrics, you can change the color from chart configuration section on the right hand side. 

% Change Table Chart: We are going to follow the same steps used above (for  Frustration Score) for creating % change table chart for Delight Score as well. 

 

Section II: Customer Frustration Deep Dive 

The Objective of this section is provide alert on tickets and identify which customer is most  frustrated or whose request is highly urgent. Once identified, it would be easy to avoid the  customer churn and provide the most effective and biggest customer effort to the customers.  

Metric 1 : Ticket Scoring >= 8.0

Data Range: Previous Two Weeks Comparison: Prior Previous Two Weeks Chart Type: KPI Chart Dataset: Support -Tickets

Custom Metric Building→ 

Follow the same procedure and steps mentioned above for “Total Interactions” and  change the metrics and name for creating these date range calculated metrics according to details given below;  

Date Range Calculated Metrics Name:  

Here, we are going to use date range calculated metrics that are used earlier 

-> Frustration – Previous two weeks (No need to create it again) 

-> Frustration – Prior Previous two weeks (No need to create it again) 

Original Metric: 

` -> Stylo Peak Frustration 

Defined On:  

Ticket Created 

 

Standard Calculated Metrics: 

In order to create this metric KPI chart, we need to create Standard Calculated Metric that allows us to compute the ticket scoring >= 8.0 for both timeframes. 

➔ For previous two weeks, use the Frustration - Previous two weeks calculated  metric and use the function IF THEN ELSE. 

➔ This will give us the Ticket ID >= 8.0 for the previous two weeks and name it as  Tickets Scoring more than or equal to 7 - Previous two weeks. 

➔ Similarly, by following the previous step, we can do the same separately for prior  previous two weeks and then, name it as Tickets Scoring more than or equal to 7 – Prior Previous two weeks 

➔ See the attached image for a better understanding; 

➔ Note: AVG(Frustration – Previous two weeks) > = 7.0 can be changed into >= 8.0

Report Building→  

Use the final standard calculated metrics and create a KPI chart that requires the same  

steps mentioned above for many KPI Charts and change the datatips accordingly. If  

increase, then (▲), if decrease, then (▼). Depending on your metrics, you can change  

the color from chart configuration section on the right-hand side. 

Please note that you don’t have to use “Show Variation” for this metric in this section. 

 

Metric 2 : Total Replies: Score >= 7.0

Data Range: Previous Two Weeks Comparison: Prior Previous Two Weeks Chart Type: KPI Chart Dataset: Support –Updates History

Custom Metric Building→ 

Follow the same procedure and steps mentioned above for “Total Interactions” and  

change the metrics and name for creating these date range calculated metrics 

according to details given below;  

Date Range Calculated Metrics Name:  

Here, we are going to use date range calculated metrics that are used  

earlier 

-> Frustration – Previous two weeks (No need to create it again) 

-> Frustration – Prior Previous two weeks (No need to create it again) 

Original Metric: 

` -> Stylo Peak Frustration 

Defined On:  

Ticket Created 

Standard Calculated Metrics: 

In order to create this metric KPI chart, we need to create Standard Calculated Metric that allows us to compute the Total replies: Score >= 8.0 for both timeframes. 

➔ For previous two weeks, use the Frustration - Previous two weeks date range  calculated metric and use the function IF THEN ELSE. 

➔ This will give us the Update ID >= 8.0 for the previous two weeks and name it as  Total Interactions/Replies: Tickets Scoring greater than or equal to 8.0 - 

Previous two weeks. 

➔ Similarly, by following the previous step, we can do the same separately for prior  previous two weeks and then, name it as Total Interactions/Replies: Tickets  

Scoring greater than or equal to 8.0 – Prior Previous two weeks 

➔ See the attached image for a better understanding; 

Report Building→  

Use the final standard calculated metrics and create a KPI chart that requires the same  steps mentioned above for many KPI Charts and change the datatips accordingly. If

increase, then (▲), if decrease, then (▼). Depending on your metrics, you can change  

the color from chart configuration section on the right-hand side. 

Please note that you don’t have to use “Show Variation” for this metric in this section

 

Metric 3 : Most Frustrated Customers (Count)

Data Range: Previous Two Weeks Comparison: Prior Previous Two Weeks Chart Type: KPI Chart Dataset: Support –Tickets 

Custom Metric Building→ 

Follow the same procedure and steps mentioned above for “Total Interactions” other  

KPI charts above and change the metrics and name for creating these date range  

calculated metrics according to details given below;  

 

Date Range Calculated Metrics Name:  

Here, we are going to use date range calculated metrics that are used earlier 

-> Frustration – Previous two weeks (No need to create it again) 

-> Frustration – Prior Previous two weeks (No need to create it again) 

Original Metric: 

` -> Stylo Peak Frustration 

Defined On:  

Ticket Created 

Standard Calculated Metrics: 

In order to create this metric KPI chart, we need to create Standard Calculated Metric 

that allows us to compute the Most Frustrated Customers for both timeframes. 

➔ First, we need to use Frustration - Previous two weeks and create the Attribute  

standard calculated metric to compute the Ticket ID where Frustration >= 8.0 and  

name it as per your interest. Ex. Given below : Attribute : Tickets scoring greater  

than or equal to 8 or 7 - Previous two weeks

 

➔ Secondly, use the above custom attribute to compute Requester ID where score >=  8.0 and don’t forget to use conditional statement/function. 

 

➔ The above query will give us the Requester ID for the previous two weeks and name  it as Most Frustrated Customers - Previous two weeks. 

➔ Similarly, by following the previous step, we can do the same separately for prior  previous two weeks and then, name it as Most Frustrated Customers - Previous  two weeks. 

➔ See the attached image for a better understanding.

Report Building→  

Use the final standard calculated metrics and create a KPI chart that requires the same  

steps mentioned above for many KPI Charts and change the datatips accordingly. If  

increase, then (▲), if decrease, then (▼). Depending on your metrics, you can change  

the color from chart configuration section on the right-hand side. 

Please note that you don’t have to use “Show Variation” for this metric in this section. 

 

 

Customer To Reach Out - Churn Risk (Table)

In order to identify the most frustrated customers who tend to churn, this table will help  

us to discover the hidden tickets where customers are highly frustrated. We are going to  

create a table chart where we will group the metrics in columns by Customers.  

Data Range: Previous Two Weeks Comparison: Prior Previous Two Weeks Chart Type: Table Chart Dataset: Support –Updates History 

Custom Metric Building→ 

Follow the same procedure and steps mentioned above for “Total Interactions” other  KPI charts above and change the metrics and name for creating these date range  calculated metrics according to details given below;  

 

Date Range Calculated Metrics Name:  

Here, we are going to use date range calculated metrics that are used earlier -> Frustration – Previous two weeks (No need to create it again) 

-> Frustration – Prior Previous two weeks (No need to create it again) 

Original Metric: 

` -> Stylo Peak Frustration 

Defined On:  

Ticket Created 

Standard Calculated Metrics: 

In order to create this table chart, we need to create Standard Calculated Metric for  attribute as well as for other metrics. 

➔ First, for attribute custom metric, we can use same custom attribute metric that  already exists. Attribute : Tickets scoring greater than or equal to 7 - Previous  two weeks. This will give us the ticket id where scores >= 7.0/8.0 

➔ Secondly, we can use the above custom attribute metric to create the standard  calculated metric which will identify the Frustration score >= 7.0.= for previous two  weeks and Save this metric.  

 

➔ Follow the previous step for Prior Previous two weeks. Use the custom attribute for  the same period of time and create the standard calculated metric which will  identify the Frustration score >= 7.0.= for prior previous two weeks and Save this  metric.  

➔ We can use the existing custom calculated metric : Tickets Scoring more than or  equal to 7/8 - Previous two weeks . Similarly, we can use the same metric for Prior  Previous two weeks.  

 

Report Building→  

Creating this table chart is a little bit different from the above charts.  

Step 1- Place your final standard calculated metrics in the metric panel and use AVG for  frustration and COUNT for tickets and then group by Customer name.  

Step 2-Again add this (Only tickets scoring greater than or equal to 7.0 - Prior Previous  two weeks) calculated metric one more time in the metric panel and set this metric for  Tooltip (we have created many charts above which will guide you how to use the metrics  for tooltip creation).  

Step 3- We are setting the third last metric (mentioned in the previous step) in order to  derive the % change of frustration as compared to prior previous two weeks in the table.  

Step 4- Go to the Result manipulation menu ( ) and compute the % change by the  following formula; See the image given below as well. 

Step 5-Go to the chart configuration menu ( ) and select chart and do the required formatting as per  your interest/need. Ex 

Step 6- Go to the chart configuration menu ( ) and select columns and do the required formatting as  per your interest/need. Ex 

Step 7-Go to the chart configuration menu ( ) and select Display format and go to Advaned to do the  required formatting as per your interest/need. Ex

 

The above image shows that we have built custom query to implement the formatting in Advanced for  the required table and this custom query for formatting is given below; 

If AVG(Frustration Score) is in between 8 to 9, then Orange color and if the AVG(Frustration score) >= 9,  

ENDIF 

then Red color.

 

Step 8- Now in the Display format section and go to Custom to do the required formatting for % change as per your interest/need. Ex 

 

Step 9- In the last, please don’t forget to uncheck the box in Applied filters in Chart configuration menu  ( ). We do uncheck the box in order to make it more appealing and clear according to our Pdf size  dashboard.  

Step 10- go to Chart configuration menu ( ) and select Colors and choose your color formatting  according to your interest and need for grids, row header, header and such. Ex;  

 

----------------------------------

 

Section III: Quantified Ticket Metrics

 

Metric 1 : Total Interactions

 

Data Range: Previous Two Weeks Comparison: Prior Previous Two Weeks Chart Type: Zendesk Explore KPI chart Dataset: Support – Updates History 

Process 

In order to provide the insight for total interactions/comments made on tickets, a  

certain period of time need to be decided beforehand or according to the use case.  

In this use case, the data range is previous two weeks. To create this chart in  

Zendesk Explore, the following are the steps that help you build this chart. 

Custom Metric Building→

• Step 1 - Open the Zendesk Explore, click the reports icon and then, click on  

the new report and then choose the dataset; Support - Update History. 

Go to Zendesk Explore → Reports → New Report → Dataset

• Step 2-To create custom metric for total interactions/comments/replies based  

on time field; Ticket Created, and for the required time period – Previous two  

weeks. Please go to calculator icon located on the right-hand side in side  

bar. 

• Step 3- Choose the Date range calculated metric, name your  

metric according to your naming convention, and then choose the  

Original metric (comments) that you want to calculate.  

• Step 4- Then choose your Defined on date field such as Ticket  

Created. 

• Step 5- Based on this use case which is for previous two weeks  

versus prior previous two weeks, go to date range and choose Advanced section.

• Step 6- In this section, there are multiple date ranges given.  

Choose from the beginning of, then click on third circled button. 

• Step 7- Fill the first blank box with 2, further go to second box and  

choose weeks and then finally, choose in the pastin the third box.  

• Step 8 – In the last, scroll down a lil bit and then go through To the  

end of and choose the third option and then repeat as similar as  

the previous step despite the value will be 1, and Click save. 

 

Go to calculator icon → date range calculated metric → name your custom metric → choose original  metric → choose the date field you wish define the metric on → Advanced → from the beginning of → Choose third option → put your value in there → choose weeks → choose in the past → scroll down for  range, to the end of → choose third option → put your value in there → choose weeks → choose in the  past → click Save.

Similarly, we can create the date range calculated metric of total interactions for prior previous two weeks. Follow all the steps as similar as for previous two weeks despite the values for from the beginning of and to the end of will be 4 and 3 respectively and name your metric accordingly/according to your naming convention.

 

Report Building→ 

• Step 1- Go to top on left-hand side in metric panel and add the calculated metrics (Total Replies  – Previous two weeks, Total Replies – Prior Previous two weeks) and do the aggregation using  COUNT. 

 

Note: # of interactions = Total Replies/Comments

• Step 2- Go to the most right-hand side and click on the visualization type ( ) and choose the  KPI chart.

• Step 3- Go to the added metrics in the panel and choose the second metric COUNT(Total Replies  – Prior Previous two weeks) and click on just left-hand side of this metric area in the metric panel and you will end up getting a couple of ways of how you want to use this metric in the chart on  the bottom and then choose Size.  

 

• Step 4- Once you choose the size, go to the most right-hand side and choose the chart  configuration ( ) which will help you displays the data and choose the color according to the  metric.

• Step 5- Now, click chart which will help you show variation and choose the variation type;  whether you want to show % change or numbers as compared to prior previous two weeks.  Choose decimal point to 1. 

• Step 6-You can choose the color type depending on what you want to achieve through metric  and its comparison. Ex: If the no. of interactions increase as compared to prior previous two  weeks, then the triangle (▲) will be in red color along with data point. If decreases, then upside  down triangle (▼) will be in green color along with data point as shown in the first image. 

• Step 7- In order to make the chart look more appealing and clear, there are ways in the chart  section where you can play along with them. Ex- You can increase or decrease the size of  text/numbers. 
• Step 8 – When you hover over any type of metric charts for tooptips, it will show tooltips and in  order to implement it, click datatips in chart configuration and then use the name of metrics  and aggregated metrics in the datatip panel and then click show on the top. 

 

 

• Step 9- Similarly we can use Display format/Legend to make the chart more appealing. Ex – Using decimal point to 1 or 2. Putting prefix or sufix also helps in visualizing the data clearly. 
• Step 10- In this chart, Applied filters in chart configuration is unchecked.  
• Step 11- Provide a meaningful name for the chart and click Save on the right-hand side on the  top.

 

✔Above steps are basic steps that are being followed to create  

this KPI chart and show variation or comparison for the  

predefined period of time.  

Please note that similarly, we can create other ticket metrics  

chart by following the same steps despite the naming  

convention for the metric you wish to measure, choosing the  

same original metric, and date field for the same metric you  

wish to define on.  

 

Metric 2 : Avg. Full Resolution Time

Data Range: Previous Two Weeks Comparison: Prior Previous Two Weeks Chart Type: Zendesk Explore KPI chart Dataset: Support - Tickets 

 

Custom Metric Building→ 

Follow the same procedure and steps mentioned above for “Total Interactions” and  change the metrics and name for creating these date range calculated metrics according to the details given below;  

Date Range Calculated Metrics Name:  

Full Resolution Time - Previous two weeks 

Full Resolution Time - Prior Previous two weeks 

Original Metric: 

Full resolution time - Business hours (hrs) 

Defined On:  

Ticket Created 

Report Building→ 

Use the respective date range calculated metrics and create a KPI chart that requires  the same steps mentioned above for ‘Total Interactions” and change the datatips  accordingly.