Een ‘fact’ is een enkel getal dat één aspect van een ticket meet, op basis van het ticket ID. Alle onderstaande velden zijn gekoppeld aan een specifiek ticket ID. Een ‘metric’ is samenstelling van ‘facts’.
Bijvoorbeeld: het aantal heropeningen van een ticket is een fact, terwijl het gemiddelde (of de som, mediaan, enz.) van alle heropeningen een ‘metric’ is.
Lijst van ‘Facts’ die Zendesk registreert in GoodData
- Agent wait time in minutes
- Agent wait time in minutes within business hours
- Assigned at (minutes)
- Assigned at hour
- Assignee ID (Fact)
- Assignee stations
- Assignee updated (minutes)
- Assignee updated hour
- Backlog assignee ID (Fact)
- Backlog ticket age
- Backlog ticket count
- First reply time in minutes
- First reply time in minutes within business hours
- First resolution time in minutes
- First resolution time in minutes within business hours
- Full resolution time in minutes
- Full resolution time in minutes within business hours
- Group stations
- Initially assigned at (minutes)
- Initially assigned at hour
- NPS delivered at (epoch minutes)
- NPS rated at (epoch minutes)
- NPS rating
- NPS-beoordeling
- On hold time in minutes
- On hold time in minutes within business hours
- Organization created (minutes)
- Organization updated (minutes)
- Requester updated (minutes)
- Requester updated hour
- Requester wait time in minutes
- Requester wait time in minutes within business hours
- Resolution time
- Satisfaction duration
- SLA Metric Target
- SLA Metric Value
- Submitter ID (Fact)
- Ticket assignee ID (Historic) (Fact)
- Ticket created at (minutes)
- Ticket created at hour
- Ticket due at (minutes)
- Ticket due date hour
- Ticket reopens
- Ticket replies
- Ticket solved at (minutes)
- Ticket solved at hour
- Ticket updated (minutes)
- Ticket updated at (minutes)
- Ticket updated at hour
- Time spent last update (sec)
- Total time spent (sec)
- Updater created (minutes)
- Updater ID (fact)
- User created (minutes)
- User ID (Fact)
- User ID Filter
- User last login (minutes)
- User updated (minutes)
- [Numeric Field] Fact duration in seconds
- [Numeric Field] New value
- [Numeric Field] Old value
- [Text Field] Duration in minutes