This glossary describes the key concepts and terminology used throughout Zendesk Explore. If you're looking for help getting up and running with Explore, see Getting started with Zendesk Explore.
Determine how your results are calculated. When you add a metric to a query, you can select an aggregator. For example the AVG aggregator shows the average of a metric's results or MED shows the median of a metric's results.
Attributes slice your results by qualitative data. Attributes represent the how in your data. Examples of attributes include ticket tags, dates, support groups, and ticket ID. 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.
See Adding Attributes.
A bookmark is an interactive widget you can add to your dashboard. When an admin or editor is applying filters in 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.
A custom attribute you can manually create and add to your data. Calculated attributes are created in the Calculations 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.
A calculated metric is a custom metric you can manually create and add to your data. Calculated metrics are created in the Calculations 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.
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.
You can add a change attribute widget by clicking Add on the Dashboard Builder toolbar.
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.
You can add a change metric widget by clicking Add on the Dashboard Builder toolbar.
Chart configuration menu
The chart configuration menu () is found in Query Builder, 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 queries.
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.
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.
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.
There are three types of dashboards you can create and share with your viewers:
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.
Dashboard Builder is the primary location for creating, customizing, and sharing 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.
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.
Data filters are added as interactive widgets by clicking Add from the Dashboard Builder toolbar.
To access your information in Explore, you must select a dataset. Datasets represent the different Zendesk data models and contain metrics and attributes relevant to each product.
Datatips (sometimes known as 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. .
Data structure menu
The data structure menu () is found on the Query Builder right toolbar and contains customization options for the metrics and attributes in your dataset. For example, you can rename elements, organize and create folders, and set attribute permissions (see secured attribute).
See Customizing queries.
Date range calculated metric
A date range calculated metric is a type of calculated 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 Calculations menu. A date range calculated metric limits results before they are processed, which can improve your query load time.
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.
- 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.
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 ().
A 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 permissions. An admin must give editors permissions manually in Admin() > Editor authorizations ().
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.
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.
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.
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 Calculations menu. They require you to write functions from Explore's formula writing language (see Formula writing resources).
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.
Forecasting 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.
Global variables enable you to test how fluctuating outcomes affect your results; commonly known as a 'what if' analysis.
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 Add from the Dashboard Builder toolbar.
Metrics are quantifiable results like 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 dashboards, metric filters are an interactive widget and on queries, they are a result manipulation. Metric filters let users filter reports to a specific numeric range. For example, you can use a metric filter to show only the months where the number of tickets solved was between 10 and 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 about metric filters on queries.
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 Calculations menu or by editing an attribute in the Data structure menu.
See Organizing values by ordered sets for more information.
In Query Builder, you can construct and customize queries. Query Builder opens whenever you create a new query or select to edit an existing query. From Query Builder, you can also export and add queries to a dashboard.
See Customizing queries.
You can view all of your queries in the Queries library. You can create a new query or edit, delete, and duplicate existing queries. You open the library by clicking the () icon on the left sidebar. Only admins and editors can see the Queries library.
See Creating queries.
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 Calculations menu or by editing an attribute in the Data structure menu.
Result manipulations are simple 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 panel.
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 want to apply calculations before your query results are processed or use elements not on the query, create a calculated metric or attribute from the Calculations menu.
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.
Result path calculation
The result path calculation is the easiest and fastest way to perform important calculations on your results. The result path calculation is an available result manipulation that enables you to perform the following calculations on your results like percentage, rank, and running totals.
When adding attributes to your query one of the available locations is the Rows panel. Rows show you individual charts for each of your attribute's values. For example, if you add the Ticket Type attribute to the Rows panel, 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.
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.
In the Chart configuration menu you can edit various row selector options like type, width, and header color.
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.
In Explore, attribute values are arranged by their default import order. You can modify this by creating a set. Sets let you 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 Calculations menu or by editing an attribute in the Data structure menu.
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.
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.
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.
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.
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.
To add a time filter, click Add+ from the dashboard menu in Dashboard Builder.
When you use dates and date ranges, you can select named date periods, like '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 could 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: This is the most simple option. The filter will only be applied after your query results have been processed, and you can only use attributes already added to the query.
- Top/bottom filtered attribute: Add a top/bottom filtered attribute from the Calculations menu. This calculated attribute allows you to filter results before they are added to the query frame.
- Top/bottom dashboard filter: Lets viewers limit all reports on a dashboard to the highest or lowest results.
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.
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.
When you share a dashboard, you can select the viewer groups to receive it. Viewer groups contain 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.
See Sharing dashboards.
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 found on the right sidebar of Query Builder, Use this menu to change your query's chart type, or select Auto to let Explore choose the most suitable type.
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.
This widget type cannot be used to change query results or how users interact with your dashboard. Static widgets include images, text, shapes, and queries.
Enable users to set which 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.
On a dashboard, you can configure widgets to display in a slideshow format. Widget slides format each of your widgets into individual slides for your viewers to flip through. This option is ideal for viewing a dashboard on mobile devices.