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. Created by Zendesk experts using years of hands-on experience.

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Dataset

• Voice - Calls
• Support - Tickets
• Support - Updates History

Type

• Calculated Attribute
• Calculated Metric

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

[Abandoned in IVR Calls
Voice - Calls
Calculated Metric
Counts inbound calls terminated by the caller while navigating the IVR menu before they reached an agent or queue.

[Abandoned in On-Hold Calls
Voice - Calls
Calculated Metric
Counts inbound calls where the customer was placed on hold after reaching an agent but disconnected before the agent returned.

[Abandoned Inbound Calls %
Voice - Calls
Calculated Metric
Calculates the percentage of inbound calls where the customer disconnected before reaching an agent.

[Average Wait Time - Specific Phone Line
Voice - Calls
Calculated Metric
Calculates the average wait time for inbound calls to a specific phone number so you can monitor line-level KPIs.

[Call Duration Brackets (Customisable)
Voice - Calls
Calculated Attribute
Splits Voice calls into customisable duration ranges, making it easier to analyse call lengths against your team’s goals and processes.

[Creating Your Own Metric with Hard-Coded Filter
Support - Tickets
Calculated Metric
Counts only tickets that meet a specific condition by embedding the filter logic directly into the metric.

[Example Structure of How to Use AND
Support - Updates History
Calculated Attribute
Shows how to require multiple conditions to be true at the same time.

[Example Structure of How to Use IF, AND, OR, THEN and ELSE
Support - Updates History
Calculated Attribute
Demonstrates how to combine multiple logical operators in a single Explore attribute.