# 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.

### Browse the library

## Browse by

### Dataset
- Voice - Calls
- Support - Tickets
- Support - Updates History

### Type
- Calculated Attribute
- Calculated Metric

#### 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](/content/best-practice/zendesk-explore-custom-metrics/library/abandon-location-inc-short-abandoned/index.html)

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](/content/best-practice/zendesk-explore-custom-metrics/library/abandoned-in-ivr-calls/index.html)

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.  
   [Link](/content/best-practice/zendesk-explore-custom-metrics/library/abandoned-in-on-hold-calls/index.html)

4. **Abandoned Inbound Calls %**  
   *Type:* Calculated Metric  
   Calculates the percentage of inbound calls where the customer disconnected before reaching an agent.  
   [Link](/content/best-practice/zendesk-explore-custom-metrics/library/abandoned-inbound-calls-percent/index.html)

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.  
   [Link](/content/best-practice/zendesk-explore-custom-metrics/library/average-wait-time-specific-phone-line/index.html)

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](/content/best-practice/zendesk-explore-custom-metrics/library/call-duration-brackets-customisable/index.html)

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.  
   [Link](/content/best-practice/zendesk-explore-custom-metrics/library/creating-your-own-metric-with-hard-coded-filter/index.html)

8. **Example Structure of How to Use AND**  
   *Type:* Calculated Attribute  
   Shows how to require multiple conditions to be true at the same time.  
   [Link](/content/best-practice/zendesk-explore-custom-metrics/library/example-structure-of-how-to-use-and/index.html)

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](/content/best-practice/zendesk-explore-custom-metrics/library/example-structure-of-how-to-use-if-and-or-then-and-else/index.html)