Zendesk Explore Custom Metrics Library - Geckoboard

The Zendesk Explore Custom Metrics Library

Zendesk Explore is powerful, but building the right metrics can be time-consuming and complex. These ready-made custom metrics and attributes give you the formulas you need to unlock deeper insight, fix common reporting gaps, and build dashboards your team can trust.

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Custom Metrics Overview

  1. Abandon Location inc. Short-Abandoned
    Type: Calculated Attribute
    Groups inbound abandoned calls by where they were abandoned, splitting queue drop-offs into short waits under 10 seconds and longer waits.
    Link

  2. Abandoned in IVR Calls
    Type: Calculated Metric
    Counts inbound calls terminated by the caller while navigating the IVR menu before they reached an agent or queue.
    Link

  3. Abandoned in On-Hold Calls
    Type: Calculated Metric
    Counts inbound calls where the customer was placed on hold after reaching an agent but disconnected before the agent returned.
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  4. Abandoned Inbound Calls %
    Type: Calculated Metric
    Calculates the percentage of inbound calls where the customer disconnected before reaching an agent.
    Link

  5. Average Wait Time - Specific Phone Line
    Type: Calculated Metric
    Calculates the average wait time for inbound calls to a specific phone number so you can monitor line-level KPIs.
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  6. Call Duration Brackets (Customisable)
    Type: Calculated Attribute
    Splits Voice calls into customisable duration ranges, making it easier to analyse call lengths against your team’s goals and processes.
    Link

  7. Creating Your Own Metric with Hard-Coded Filter
    Type: Calculated Metric
    Counts only tickets that meet a specific condition by embedding the filter logic directly into the metric.
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  8. Example Structure of How to Use AND
    Type: Calculated Attribute
    Shows how to require multiple conditions to be true at the same time.
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  9. Example Structure of How to Use IF, AND, OR, THEN and ELSE
    Type: Calculated Attribute
    Demonstrates how to combine multiple logical operators in a single Explore attribute.
    Link