Explore recipe: Using renamed and ordered sets to change displayed values

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<p class="p" dir="ltr">In many time-based reports, Explore uses the 24-hour clock format and you can't change this. Using a simple report, this recipe shows you a way you can change how times (and other things) are displayed using <em class="ph i">renamed sets</em>.</p>
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<div class="note tip">
<span class="tiptitle">Tip:</span> This doesn't only work for time values. You can use renamed sets to change the displayed value of just about any metric or attribute.</div>
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<p class="p">This article contains the following sections:</p>
<ul class="ul" id="Explore_recipe_renamed_set__ul_w43_ltb_cgb">
<li class="li"><a class="xref" href="#topic_hs3_l1z_4fb">What you'll need</a></li>
<li class="li"><a class="xref" href="#topic_nkk_hrb_cgb">How to create the initial report</a></li>
<li class="li"><a class="xref" href="#topic_wq5_hrb_cgb">How to use a renamed set to change the time format</a></li>
<li class="li"><a class="xref" href="#topic_o5d_htb_cgb">Next steps</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_hs3_l1z_4fb">
<h2 class="title topictitle2" id="ariaid-title2">What you'll need</h2>
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<p class="p" dir="ltr">Skill level: <em class="ph i">Medium</em></p>
<p class="p" dir="ltr">Time required: <em class="ph i">20 minutes</em></p>
<ul class="ul" id="topic_hs3_l1z_4fb__ul_kxt_vcl_4fb">
<li class="li" dir="ltr">Zendesk Explore Professional or Enterprise</li>
<li class="li" dir="ltr">Editor or Admin permissions (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836002970-Adding-users-to-Explore" rel="noopener" target="_blank">Giving agents access to Explore</a>)</li>
<li class="li" dir="ltr">Ticket data in Zendesk Support</li>
<li class="li">Some experience creating reports with Explore</li>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_nkk_hrb_cgb">
<h2 class="title topictitle2" id="ariaid-title3">How to create the initial report</h2>
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<p class="p">This report displays the number of tickets created at each hour of the day. If you need more help to create the report, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" rel="noopener" target="_blank">Creating reports</a>.</p>
<ol class="ol" id="topic_nkk_hrb_cgb__ol_nxt_vcl_4fb">
<li class="li" dir="ltr">In Explore, create a new report using the <strong class="ph b">Support: Tickets</strong> dataset.</li>
<li class="li">Add the metric <strong class="ph b">Tickets</strong> to the <strong class="ph b">Metrics</strong> panel</li>
<li class="li">Add the attribute <strong class="ph b">Ticket created - Hour</strong> to the <strong class="ph b">Columns</strong> panel.</li>
</ol>
<p class="p">Explore generates a chart that looks similar to this:</p>
<p class="p"><img alt="" class="image img-screenshot" id="topic_nkk_hrb_cgb__image_a24_vhc_cgb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_rs_1.png" width="850"></p>
<p class="p">Notice how the time on the X axis is listed in 24-hour format. In the next procedure, you'll learn how to change this so that the time reads as 12-hour format. For example, <strong class="ph b">15</strong> will read as <strong class="ph b">3pm</strong>.</p>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_wq5_hrb_cgb">
<h2 class="title topictitle2" id="ariaid-title4">How to use a renamed set to change the time format</h2>
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<p class="p">In this procedure, you'll create a custom attribute that renames the times from the <strong class="ph b">Ticket Created - Hour</strong> attribute to be in a 12-hour.</p>
<ol class="ol" id="topic_wq5_hrb_cgb__ol_y1k_1tb_cgb">
<li class="li">With the report you created open, open the calculations menu (<img alt="" class="image" height="16" id="topic_wq5_hrb_cgb__image_nch_b5b_cgb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_calculations.png" width="16">).</li>
<li class="li">Under <strong class="ph b">Attributes</strong>, click <strong class="ph b">Renamed set</strong>.</li>
<li class="li">On the <strong class="ph b">Rename values</strong> page, enter a name for your custom attribute, for example <strong class="ph b">Ticket created - 12 Hour</strong>.</li>
<li class="li">From the <strong class="ph b">Computed from</strong> drop-down list, choose the attribute you want to rename values for, in this case <strong class="ph b">Ticket created - Hour</strong>.</li>
<li class="li">You'll now see a list of all stored values for the attribute. In the text box next to each value, type the value you want to display in the chart instead of the current value.
<p class="p"><img alt="" class="image img-screenshot" id="topic_wq5_hrb_cgb__image_zjh_n3c_cgb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_rs_2.png"></p>
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<div class="note tip">
<span class="tiptitle">Tip:</span> In your list, you might notice that some hour values are missing. This is because your report did not pick any results up for that hour, therefore it has no value. If data is generated later for the missing hour, you can come back and edit this attribute.</div>
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</li>
<li class="li">When you are finished, click <strong class="ph b">Save</strong>. You now have a custom attribute containing a renamed set. Add the custom attribute to the <strong class="ph b">Columns</strong> panel in place of the <strong class="ph b">Ticket created - Hour</strong> attribute.</li>
</ol>
<p class="p">This gets you half way. However, Explore now treats the renamed values as text strings, and sorts them as such. If you try to use this attribute, you'll see something like this:</p>
<p class="p"><img alt="" class="image img-screenshot" id="topic_wq5_hrb_cgb__image_gsw_3jc_cgb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_rs_3.png"></p>
<p class="p">To fix this, you'll need to create another new attribute that contains an ordered set generated from your renamed set.</p>
<p class="p"><strong class="ph b">To create the ordered set</strong></p>
<ol class="ol" id="topic_wq5_hrb_cgb__ol_qpw_ljc_cgb">
<li class="li">With the report you created open, open the calculations menu (<img alt="" class="image" height="16" id="topic_wq5_hrb_cgb__image_hrp_5jc_cgb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_calculations.png" width="16">).</li>
<li class="li">Under <strong class="ph b">Attributes</strong>, click <strong class="ph b">Ordered set</strong>.</li>
<li class="li">On the <strong class="ph b">Custom order</strong> page, enter a name for the new attribute. This will be the attribute you use to create the final report, so give it a descriptive name like <strong class="ph b">Tickets Created - 12 Hour Ordered</strong>.</li>
<li class="li">From the <strong class="ph b">Computed from</strong> drop-down list, select the attribute containing the renamed set you created previously, <strong class="ph b">Tickets Created - 12 Hour</strong>.</li>
<li class="li">You'll see a list of the possible values for the attribute. Drag and drop these into the correct time order.
<p class="p"><img alt="" class="image img-screenshot" id="topic_wq5_hrb_cgb__image_lxw_5kc_cgb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_rs_4.png"></p>
</li>
<li class="li">When you are finished, click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p">Now, you can replace the column attribute you previously used with your new attribute, <strong class="ph b">Tickets Created - 12 Hour Ordered</strong> and your chart will now display correctly with the correct time legend.</p>
<p class="p"><img alt="" class="image img-screenshot" id="topic_wq5_hrb_cgb__image_mwn_3lc_cgb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_rs_5.png" width="850"></p>
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<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_o5d_htb_cgb">
<h2 class="title topictitle2" id="ariaid-title5">Next steps</h2>
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<p class="p">You can find more information about renamed sets in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836227866-Organizing-values-by-groups-and-sets" rel="noopener" target="_blank">Organizing values by groups and sets</a>.</p>
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