This glossary describes the key concepts and terminology used throughout Zendesk Explore and is a good place to get started learning how to set up and use Zendesk Explore.
Determine how your results are calculated. When you add a metric to your query, you can select an aggregator. For example the AVG aggregator shows the average of a metric's results or MED to show the median of a metric's results.
By default a metric's aggregator is set to SUM, but you can select a different aggregator (see Changing metric aggregators) or set a new default (see Setting a metric's default and visible aggregators).
See Changing metric aggregators for more information.
Attributes slice your numeric results by qualitative data. Attributes represent the "How" in your data. Attributes can be ticket tags, dates, support groups, ticket ID, etc. For example, if you are using the metric Full Resolution Time and added the attribute Agent Name, you would see the full resolution time for each agent.
A basket attribute is a type of calculated attribute, created in the Calculation engine menu. Basket attributes divide your metric results into ranges, so you can see the distribution of your results. For example if you have a list of first reply times and want to see how many tickets were resolved in under five minutes, five to ten minutes, and ten to fifteen minutes, you could use a basket attribute. See Dividing results into numeric ranges for more information.
A benchmark metric is a calculated metric you can create that remains visible, no matter what attribute security permission you apply (see Setting attribute permissions) . It will still be affected by other attributes or result manipulations you add to query. You can create an unchanging metric using a fixed calculated metric. See Benchmarking your results for more information.
Bookmark is an available interactive widget you can add to your dashboard. When an admin or editor is applying filters in the Dashboard Builder, they can save the different filtered views as a bookmark. Viewers can then select the different bookmarks to see each saved filtered state. See Saving filtered dashboard states and Switching between filtered dashboard versions for more information.
A custom attribute you can manually create and add to your data. Calculated attributes are created in the Calculation engine menu. Some calculated attributes will require you to write functions using Explore's formula writing language (see Formula writing resources), while others will provide you with templates for creating calculations. You can use any metrics or attributes in your formulas, regardless of if they're currently added to your query or calculated.
Calculated metrics and attributes, or calculated elements are processed before your query results. This means, if you add a top/bottom calculated attribute, your results will be filtered before you add data to your query. See Calculated metrics and attributes reference for more information.
A calculated metric is a custom metric you can manually create and add to your data. Calculated metrics are created in the Calculated engine menu. Some calculated metrics will require you to write functions using Explore's formula writing language (see Formula writing resources), while others will provide you with templates for creating calculations. You can use any metrics or attributes in your formulas, regardless of if they're currently added to your query or calculated.
Calculation engine menu
The Calculation engine menu is the last customization menu icon () on the right toolbar of the Query Builder and contains all of the available calculated metric and attribute options. These calculated elements will require you to either use Explore's formula writing language (see Formula writing resources) or pre-built templates.
See Calculated metrics and attributes reference for more information.
A type of interactive widget you can add to a dashboard. The change attribute interactive widget will let viewers switch an attribute used on your dashboard to a different attribute from the dataset. This is useful for testing different outcomes, without having to create multiple, similar queries.
Similar to change attribute, change metric is a type of interactive widget you can add to your dashboard. Change metric lets viewers switch a metric used on your dashboard to a different metric from the dataset.
Chart configuration menu
The Chart configuration menu is the third icon () on the Query Builder right toolbar and contains most of the available customization options. You can customize your chart colors, text, interactions, and additional options. Depending on the visualization you are using, the options available will differ. See Customizing your chart for information on the different chart configuration options.
When adding metrics to your query, you can choose to make them color-encoded by clicking the icon. If you add a metric as color-encoded, the difference in results will be shown in a color gradient. For example if you are using a blue to red gradient, your highest values will be red, lowest blue, and middle varying shades of purple.
A color-encoded metric cannot be the first or only metric on your query. The color-encoded metric is not available for some visualization types. See Measuring results by color for more information.
When adding attributes to your query one of the available locations is Columns. The Columns box is located above your visualization. Like Rows and Explosions, when you add an attribute to Columns your metric results will be sliced by that attribute's values. Unlike Rows and Explosions, Columns will render the results in one chart.
See Adding attributes to Columns for more information.
Comparison lines can be enabled as an addition to datatips. When a user hovers over a data point, a dashed line will connect the different metrics' results for the data point's attribute value. For some visualizations, comparison lines will highlight the difference between the data point and the highest result.
See Adding datatips to your query for more information.
Dashboards are customizable locations where you can share multiple queries with several viewers at the same time. You can break dashboards into different tabs, add interactive widgets, and share queries. See Getting started with dashboards for more information.
There are three types of dashboards you can create and share with your viewers:
Private dashboards can only be viewed by you and will only appear in your Dashboards library. Dashboards are private by default and will remain private until another sharing option is selected. If you share a dashboard, you can still set it back to private by using advanced sharing options. See Sharing dashboards privately for more information.
Public dashboards are available to anyone with the dashboard link, including users who are not added to your Explore account. Public dashboards do not support interactivity. You will need to turn interactivity off to make the dashboard accessible publicly (see Turning off dashboard and query interactivity).
See Sharing dashboards publicly for more information.
The Dashboard Builder is the primary location for constructing, customizing, and sharing your dashboards. The Dashboard Builder is automatically launched whenever an editor or admin selects to edit a dashboard. You can make all of your changes to a dashboard in the Dashboard Builder, then share it with viewer groups. See Getting started with dashboards for more information.
The Dashboards library lists all of your created and shared dashboards, as well as your Zendesk Support pre-built dashboards. You can open the Dashboards library anytime by clicking the first icon () on the left sidebar. If you are an editor or admin, you can share, edit, delete, and duplicate dashboards from the Dashboards library.
See Getting started with dashboards for more information.
A data filter is one type of dashboard filter. You can use data filters to restrict your query results to specific attribute values. For example you can add a data filter for the attribute Channel, then select Chat to only view results from the Chat channel.
- Zendesk Support Tickets, Users, and Organizations
- Zendesk Support Ticket Events
- Zendesk Support Backlog History
See Importing your Zendesk data into Explore for more information.
Datatips or tooltips can be added to your query to show any additional information about your results. Datatips appear in a text box whenever a viewer hovers over a data point. You can enter custom information for the datatip to display or add a metric as a datatip to show a metric's results only in the text box. .
See Adding datatips to your query for more information.
Data structure menu
The Data structure menu is the second icon () on the Query Builder right toolbar and contains customization options for your metrics and attributes after importing. This includes options like renaming elements, organizing and creating folders, and setting attribute permissions (see secured attribute). You can perform these actions in the Data structure menu by clicking the drop-down arrow next to the element name.
See Editing your metrics and attributes for more information.
Date range calculated metric
A date range calculated metric is a type of custom metric that enables you to limit one metric's results to a specific date range before adding it to your query. You can create a date range calculated metric in the Calculation engine menu. A date range calculated metric limits results before they are processed, which can improve your query load time.
See Adding date range calculated metrics for more information.
Decompose is one option you can use to drill in to your results. Like drillthrough and focus, you can decompose your results by clicking on a data point. Decompose will filter your results by the attribute value used in the selected data point, then allows you to slice the filtered results by additional attributes. The attributes you select are added to Columns, and the original attribute of the selected data point will be added to Filters.
See Decompose for more information.
- Drillthrough results are first filtered by the attribute value in your selected data point. For example if your chart is using the Ticket Type attribute, and your data point represents the Incident value of Ticket Type, all results will be filtered by Incident.
- The drillthrough table will then include all metric results, sliced by all of the other attributes in your dataset that correspond with your data point.
Because drillthrough first applies the filter, certain values from other attributes might be excluded. For example, if your data point contains the Incident value of the Ticket Type attribute, Ticket Ids that did not have the Incident Ticket Type will be excluded from the drillthrough table.
See Drillthrough for more information.
On some chart types, you can add a metric as a dual axis, or secondary axis. When you add a metric as a dual axis, a second axis will appear on your chart for the metric. This can be useful if your added metrics contain drastically different scales. You can add a dual axis metric by clicking the dual axis icon ().
See Adding a metric as a secondary axis for more information.
An editor is an available user role you can assign to your agents. Editors can create and customize new dashboards, queries, and datasets. They can also edit shared dashboards, queries, and datasets. Unlike admins, editors cannot set their own privileges. An admin must give editors permissions manually in Admin()>Editor authorizations () (see Setting editor permissions).
See Understanding the editor user role for more information.
When adding attributes to your query one of the available locations is Explosions. Explosions is located in the bottom left corner of the Query Builder. Similar to Rows, Explosions will present you with multiple charts, each representing a different value for the added attributes. If you added more than one attribute, Explosions will show you charts for every combination. Charts are shown side-by-side in one query.
See Adding attributes to Explosions for more information.
When adding attributes to your query one of the available locations is Filters. Filters will allow you to restrict which results are shown without the attribute appearing on your query. You must select attribute values to include or exclude, or else your results will not be filtered.
See Adding attributes to filter for more information.
When building a dashboard, you can add filters, so viewers can restrict results to specific attribute values, date and result ranges, or the highest and lowest results. Filters are a type of interactive widget. Dashboard filters include the data filter, time filter, metric filter, and top/bottom filter.
See Filtering results for more information.
Fiscal attributes, or fiscal calculated attributes let you create custom date ranges that correspond with your calendar year. For example if your financial quarters differ from the pre-set Explore quarter dates, you can use fiscal attributes to create dates that are the same as your quarters. Fiscal attributes are created in the Data structure menu by editing a date attribute.
See Modifying your calendar using fiscal attributes for more information.
Fixed calculated metrics
A type of calculated metric that do not recalculate if you add any filters, result manipulations, or additional attributes. This creates a constant, unchanging metric. Fixed calculated metrics can be created in the Calculation engine menu. They require you to write functions from Explore's formula writing language (see Formula writing resources).
See Adding fixed calculated metrics for more information.
Focus is one option you can use to drill in to your results. Focus is an easy way to zoom into a data point's results. When you click a data point and select Focus, your entire query will be filtered by the attribute value in the data point. You will no longer see the other attributes on your query, only the value of the selected data point.
See Focus for more information
Forcasting is a result manipulation that analyzes patterns in your data to predict future results. Forecasting will show you a selected number of future date values. If you are looking to test the different outcomes when results are affected by a specific factor, you should use a global variable.
See Using forecasting to predict results for more information.
- Create a global variable calculated attribute in the Calculation engine menu (see Creating a global variable) .
- Create a new calculated metric using your global variable (see Types of global variables). It is easiest to add your global variable to a standard calculated metric.
- Add your standard calculated metric to your query.
- Set the global variable numeric value Result manipulation menu (see Changing the global variable value).
For more detailed instructions, see Performing a 'what if' analysis with global variables.
If one of your queries on your dashboard is using a global variable, you can add the global variable interactive widget. The global variable interactive widget will permit viewers to change the global variable value. See Using global variables.
A group is an alternative to set for organizing your attribute values. You can use groups to aggregate an attribute's values together under one new value. The new group attribute will show all results for the aggregated values as the new value. You can create multiple groups within one group attribute to create a hierarchy of values. See Creating groups for more information.
When you are building your dashboard, you can add interactive widgets to allow your viewers to customize what results to view and how to view them. Interactive widgets include filters, change metrics and attributes, and more. Interactive widgets can be added by clicking the + button on the Dashboard Builder toolbar.
Metrics are your quantifiable results, such as the number of Tickets, the Agent Wait Time In Minutes, the number of Replies, First Reply Time In Minutes, etc. You must always add a metric to your query first. When you add an attribute, your metric results will be divided into the different attribute values. By default when you add a metric to your query, the sum of results is calculated. You can change this by selecting a different aggregator.
See Adding metrics for more information on metrics.
Metric filters are available on both dashboards and queries. On dashboards metric filters is an interactive widget and on queries it acts as a result manipulation. Metric filters permit users to filter reports to a specific numeric range. For example, you can use a metric filter to show only the months where the # Tickets Solved was between 10-20. The function is the same for both queries and dashboards, but on dashboards the filter will apply to all results on that tab.
See Selecting the metric result range for information on metric filters on queries. See Restricting results to a number range and Filtering dashboards by metric result ranges for information on metric filters on dashboards.
An ordered set is a type of set that lets you list attribute values in a custom order. In an ordered set attribute, you can drag an attributes' values above or below each other to set their position. Ordered sets can be created in the Calculation engine menu or by editing an attribute in the Data structure menu.
See Organizing values by ordered sets for more information.
In the Query Builder, you can construct and customize your queries. The Query Builder opens whenever you create a new query or select to edit an existing query. From the Query Builder, you can also export and add queries to a dashboard. See Customizing queries for more information.
You can view all of your queries in the Queries library. You can create a new query or edit, delete, duplicate, or share existing queries. You can open the Queries library by clicking the () icon on the left sidebar. Only admins and editors can see the Queries library. See Sharing queries from the Queries library and Creating a new query.
A renamed set is a type of set that allows you to enter new names for your attribute values. You can use renamed sets to create aliases, shorten results, or replace technical text with more common labels. This is the only way to rename an attribute's values. Renaming the metric or attribute is performed separately (see Editing metric and attribute names). You can create renamed sets in the Calculation engine menu or by editing an attribute in the Data structure menu.
See Organizing values by renamed sets for more information.
Result manipulations are easy calculations you can create that do not require you to enter any formula or create new metrics or attributes. You can add result manipulations to calculate the percentage difference, total, future results, and more. After you add a result manipulation it will appear in the list of applied filters, directly above the Filters box.
You can find result manipulations in the Result manipulation menu. Result manipulations are applied after your query results are processed and can only use metrics and attributes already added to your query. If you would like to apply calculations before your query results are processed or use elements not on the query, you will need to create a calculated metric or attribute from the Calculation engine menu.
See Result manipulation reference for more information.
Result manipulation menu
Result metric calculation
The result metric calculation allows you to create calculations on already manipulated results. The result metric calculation is an available result manipulation and requires you to enter functions using Explore's formula writing language (see Formula writing resources). Unlike calculated metrics and attributes, the calculation will be applied to the query's current state, including other result manipulations applied.
See Performing calculation on already manipulated results for more information.
Result path calculation
- Percentage of total
- Percentage of difference
- Running total
When adding attributes to your query one of the available locations is Rows. The Rows box is underneath the Metrics box. Rows will show you individual charts for each of your attribute's values. For example, if you add the Ticket Type attribute to Rows, you will see individual charts for Incident, Problem, Question, and Task. You can flip through each value by using the Row Selector to the left of the chart.
See Adding attributes to Rows for more information.
When you add an attribute to Rows, all of the attribute's values will be shown to the left of the chart in the Row Selector.. You can click on an attribute value to show a chart for that value.
- Display Row Selector: Hide or show the Row Selector on your query and dashboard.
- Type: Select how the attribute's values are displayed. Values can be displayed either in a single list or multi-list.
- Width: Set the width of each row.
- Header Text Color: The color of the title of your Row Selector.
See Adding attributes to Rows for more information.
In Explore, you can restrict users from seeing specific values of an attribute. Any attribute values with permissions applied will not appear on the query the viewer group has access too. For example, you can restrict users to only see results for their sales region. An attribute with these restrictions applied is referred to as a secured attribute.
You can set an attribute's security permissions by editing the attribute in the Data structure menu.
See Setting attribute permissions for more information.
In Explore, your attribute values are arranged by their default import order. You can modify this by creating a set. Sets allow you to arrange your attribute's values in a custom list, or remove them from the set completely. There are two other types of sets you can create, an ordered set and a renamed set. You can create sets in the Calculation engine menu or by editing an attribute in the Data structure menu.
See Creating sets for more information.
When adding metrics to your query, you can choose to make them size-encoded by clicking the icon. If you add a metric as size-encoded, the difference in results will be shown by width or circumference, depending on your visualization. For example, if you are using a bar chart, values with a higher number of results will have wider bars, while values with fewer number of results will have narrower bars.
A size-encoded metric cannot be the first or only metric on your query and is not available for all visualization types. See Measuring results by size for more information.
- Alphabetical: A to Z or Z to A
- Numeric: Value Ascending (low to high) or Value Descending (high to low)
Standard calculated attribute
Standard calculated attributes are the most general type of calculated attributes. Standard calculated attributes are custom attributes you can create using solely Explore's formula writing language (see Formula writing resources) and elements from your dataset. You have complete freedom of what to create, and are not restricted by pre-built templates as in other attributes.
See Creating basic calculated attributes for more information.
Standard calculated metric
Standard calculated metrics are the most general type of calculated metric. Standard calculated metrics are custom metrics you can create using solely Explore's formula writing language (see Formula writing resources) and elements from your dataset. You have complete freedom of what to create, and are not restricted by pre-built templates as in other calculated metrics.
See Creating basic calculated metrics for more information.
When creating a dashboard, you can add tabs to separate your dashboard into different screens. Tabs allow you to group different queries together, while being able to share one dashboard. Tabs can be added by clicking the + button on the Dashboard Builder toolbar. After you have added a tab, you can add another by clicking the + next to the last tab title.
Time comparison calculated metric
A time comparison calculated metric is a type of calculated metric that compares a metric's results to a set dynamic time period. To create a time comparison calculated metric, you will select a metric and a time range to represent how long the time range is measuring. A time comparison calculated metric is dynamic, so as your date changes, the metric will adapt.
See Creating a time comparison calculated metric for more information.
On your dashboards, you can limit results to a specific date ranges using a time filter. A time filter is a type of interactive widget that lets viewers select dates to display. Time filters are useful for focusing into results or breaking down reports with several values.
When you are using dates and date ranges, you can select from named date periods, such as 'today'. On your dashboard, you can add the time travel interactive widget to permit viewers to change the definition of 'today'. For example if the current date is May 4th 2017, viewers can use the time travel widget to change the current date to January 2nd 2016. All date ranges will then update accordingly.
The top/bottom filter restricts your report to the highest or lowest results. There are three different types of top/bottom filters in Explore:
- Top/bottom result manipulation: One available option for adding a top/bottom filter to an individual query is to apply it as a result manipulation. This is the most simple option available. The filter will only be applied after your query results have been processed, and you can only use attributes already added to the query. See Creating a top/bottom result manipulation for more information.
- Top/bottom filtered attribute: The second option for filtering an individual query is to add a top/bottom filtered attribute from the Calculation engine menu . This calculated attribute allows you to filter results before they are added to the query frame. See Creating a top/bottom filtered attribute for more information.
- Top/bottom dashboard filter: You can also add a top/bottom filter to your dashboard, to permit viewers to limit all reports on a dashboard to the highest or lowest results. See Adding a top/bottom filter and Filtering dashboard by top/bottom values.
A trend line is similar to the dual axis option for adding metrics. You can create two types of trend lines. If you add a metric as a trend line by clicking the (), the metric results will appear as a line separate from the rest of your query results. If you add trend lines in the Chart configuration menu, additional lines will be added to your query, demonstrating the trend of each metric's results.
See Displaying a metric's result as a trend line for more information.
Updated at is an interactive widget that lets you show viewers when the dataset was last updated. This can be useful if you want to quickly check when your last dataset import was without navigating back to the Datasets library. See Displaying the time last updated for more information.
When you share a dashboard, you might need to select the viewer groups to receive it. Viewer groups contain your Explore users and are automatically imported from Zendesk Support. You must change a user's group in Zendesk Support to change their viewer group in Explore.
The Visualization Selector is an interaction option you can add to your query. The Visualization Selector permits viewers to change the query's chart type on a dashboard. You can choose which chart types your viewers can select from in the Chart configuration menu()>Visualization Selector.
Visualization type menu
The Visualization type menu is the first icon on the right sidebar of the Query Builder and where you can change your query's chart type. By default the Visualization type menu will show the auto-chart icon (), but if you select a different chart type, the icon will change to match it. See Visualization types reference for more information.
Everything you add to a dashboard, excluding tabs, is called a widget. This includes queries, images, text, shapes, filters, and other interactive options. There are two types of widgets, static and interactive. See Adding and arranging dashboard widgets for more information.
Static widgets cannot be used to change query results or how users interact with your dashboard. Static widgets include images, text, shapes, and queries.
Interactive widgets enable users to set what query results to view and how to view them. Interactive widgets include the data, time, metric, and top/bottom filters, as well as the change metric and attribute, updated at, time travel, global variable, and bookmark widgets. See Adding dashboard interactions and Interacting with dashboards for more information.
On your dashboard, you can select for viewers to see your widgets in a slideshow format. Widget slides will format each of your widgets into individual slides for your viewers to flip through. This option is ideal for rendering your dashboard on mobile devices. See Displaying widgets as slides and Viewing widgets as slides for more information.