Calculated Metrics lets you, the user, create gauges based on formulas just like you would in Microsoft Excel. For example, if you want to DIVIDE the number of Tickets Closed Today by the number of Tickets Opened Today to get a sense of that key ratio, you can do so in a few clicks in the Gauge Builder.
Before getting started you need to know a few things about this feature.
- This feature is only for customers in our Advanced Plan. If you are using our Standard Plan you will not see this feature in the Gauge Builder. If you want to upgrade you can visit your Billing Portal. This doc can help with how to upgrade.
- Calculated Metrics is based on the Layers feature in the Gauge Builder so you'll get familiar with this concept as you start building your formulas. Layers is a feature that has been out since day 1, but some users have not used it yet. It's easy, not to worry!
In the example above, which we call the "Kill Rate" Gauge, users typically want to see this ratio in a single number on a dashboard. In order to accomplish this, you'll use these three features in the Gauge Builder:
- Adding Layers
- Creating A Calculated Metric
- Hiding Layers
Pretty easy and very cool! Let's show these steps using animated GIFs to break them down:
To get the gauge above, you need two layers. One Layer with Tickets Closed Today and the other Layer with Tickets Opened Today. See below to add a layer. As you can see, Layers allows you to create two separate gauges essentially in one gauge. In the example below its the same "count" of tickets but the only difference is the filter being used. One is for created today and the other for solved today.
Creating a Calculated Metric
This is the fun part, creating your formula. You click that same plus sign and add Calculated Metric. And as you can see, it's really straightforward. It's just dragging and dropping just like you would do when building a gauge. Simply drag and drop the desired fields (or better said layers) and mathematical operations into the formula.
Now that you have three layers (2 data layers, and 1 calculated metric layer) in your gauge its time to show you how to hide the 2 layers you don't want so you can just see the calculated layer in a nice big number gauge. Here's how you hide layers:
Pretty Easy Right? Now the finishing touch is to change this particular gauge into a percentage which you can do by using our number formatting gauge. You can learn more about number formatting in this forum post.
We will be rolling out default gauges like Kill Rate to our advanced accounts over the coming weeks. On top of that, you have so many different options to choose from regarding gauge ideas.
- 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)
We will be picking some of these to roll out soon but wanted to provide you some inspiration of things to build.