Calculated Metrics

This document describes how to use calculated metrics to create gauges with custom metrics based on formulas. Calculated metrics enable you to add, subtract, multiply, and divide data points and combine data from different datasources to create datasoure mashups. For example, you can divide the number of tickets closed today by the number of tickets opened today to calculate your Kill Rate.

Before getting started you need to know a few things about this feature:

  1. This feature is available for customers in our Enterprise and Enterprise+ plans. If you want to upgrade, please visit your Billing Portal or contact our team. 
  2. Calculated Metrics are based on the Layers feature in the Gauge Builder, so you'll get familiar with this concept as you start building your formulas.

Gauge Layers

Calculated metrics are built from layers. Layers enable you to build multiple gauges in one gauge to create formulas for custom metrics. Each layer is a separate gauge that corresponds to a variable in the calculated metric formula.

Create a new layer with one of the following methods:

  • Clone Current Layer: Creates a copy of the current layer, including the dataset, measures, dimensions, and filters.
  • Blank (Same Dataset): Create a blank layer that uses the same dataset as the current layer. 
  • Blank (New Dataset): Creates a blank layer and enables you to pull data from a different dataset. Select this option to create a datasource mashup.

When creating a calculated metric, it is recommended to use the Clone Current Layer option to create new layers. Cloning the current layer minimizes the amount of work involved in creating the new layer.

Calculated Metrics Layer

The Calculated Metrics layer is where you build the formula to calculate your calculated metric. Calculated metrics are built from layers, with each layer representing a variable in the formula. For example, if you have layers for tickets opened today and tickets closed today, you can create a formula for calculating your ticket kill rate.

To create a calculated metric formula, drag layers and operators from the Available Layers & Fields panel into the Formula bar to build your formula. Note that you may now also include parenthesis () in your formula to group operations. The Any Number field is a blank field that enables you to add numbers to your formula. For more details on creating a calculated metric gauge, please see the Create a Calculated Metric section of this article.

Before you build your calculated metric formula, ensure that you have created the necessary layers. Be sure to create a layer for each variable in your formula.

Important: Please note that the calculated metrics layer follows the BODMAS order of operations (Brackets > orders > division > multiplication > addition > subtraction). 


Create a Calculated Metric: Ticket Kill Rate

The following example shows how to create a calculated metric gauge for ticket kill rate. The gauge requires three layers:

  • Layer 1: Tickets opened today
  • Layer 2: Tickets closed today
  • Calculated metric layer: Tickets closed divided by tickets opened

Create a Calculated Metric Gauge

To create the ticket kill rate calculated metric:

  1. Select New Item > Gauge.

    Add a new gauge

  2. Select the Datasource and Dataset for the gauge.
  3. Click Continue.
  4. Select Number Gauge.

    Select Number gauge

  5. Add id as the Measure.

    Add id as the measure

  6. Click ADD to apply the Count aggregation.

    Click ADD

  7. Click the plus sign to add a new filter.

    Add a new filter

  8. Select date_opened.
  9. Select Today for the operator.

    Select Today

  10. Click Update.
  11. Click the Design tab.

    Click the Design tab

  12. Click the id_count field under Formatting.

    Click the id_count field

  13. Enter Tickets Opened Today into the Label field.
  14. Click APPLY.
  15. Click the Data tab.

    Click the Data tab

  16. Click the plus sign next to the gauge name to add a new layer.

    Add a new layer

  17. Select New Layer > Clone Current Layer.
  18. Click the filter and select Remove.

    Remove the filter

  19. Click the plus sign to add a new filter.
  20. Select date_closed.
  21. Select Today for the operator.
  22. Click Update.
  23. Click the Design tab.
  24. Click the id_count field under Formatting.
  25. Enter Tickets Closed Today in the Label field.
  26. Click APPLY.
  27. Click the Data tab.
  28. Click the plus sign to add a new layer.
  29. Select Calculated Metric.
  30. Drag and drop the Tickets Closed Today layer into the Formula field.
  31. Drag and drop the division operator (/) into the Formula field.
  32. Drag and drop the Tickets Opened Today layer into the Formula field.

    Create the calculated metric formula

  33. Click the Design tab.
  34. Select the calc_metric field.
  35. Enter Kill Rate into the Label field.
  36. Click APPLY.
  37. Click the Data tab.
  38. Click the three dots icon on the bottom layer tabs.

    Click the three dots on a layer tab

  39. Select Hide.

    Hide the layer

  40. Click the pencil icon to name the gauge.

    Edit the gauge name

  41. Click the check icon to save.
  42. Click Save.

Gauge Ideas

We will be picking some of these to roll out soon but wanted to provide you some inspiration of things to build.

  • Kill Rate
  • Backlog Addition: (# Tickets Open -  # Tickets Closed)
  • SLA Percentage: (Tickets That Met SLA / Total Tickets)
  • Tickets Per End Point (# of Tickets Opened / # of Machines Under Management) And variations per client
  • Hours per End Point (# of Hours Worked / # of Machines under management)
  • Tickets Closed on First Response (Tickets with one time entry / Total Tickets)
  • Satisfaction Response Rate (# of Survey Responses / Total Tickets)
  • Billable Percentages (Hours Billed / Hours Worked)
  • Utilization (Hours Billed / 40)
  • Time Per Ticket (Hours Worked / # Tickets Closed)

If you have any questions, please contact Support by selecting Help > Open a Ticket from the top menu bar.

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