Explore recipe: Reporting on full resolution time

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<p class="p">This report shows you how to measure the amount of time between when a ticket is created to when it is solved for the last time.</p>
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<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">Easy</em></p>
<p class="p" dir="ltr">Time Required: <em class="ph i">5 minutes</em></p>
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<li class="p" dir="ltr">Zendesk Explore Professional or Enterprise</li>
<li class="p" 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="p" dir="ltr">Ticket data in Zendesk Support</li>
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<h2 class="title topictitle2" id="ariaid-title3">Creating the report</h2>
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<li class="li" dir="ltr">In Explore, click the reports icon ( <img alt="" class="image" height="16" id="topic_nmw_43y_4fb__image_vjv_crx_4fb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_query_icon.png" width="16">).</li>
<li class="li" dir="ltr">In the Reports library, click <strong class="ph b">New report</strong>.</li>
<li class="li" dir="ltr">On the <strong>Select</strong><strong class="ph b"> a Dataset</strong> page, click <strong>Support</strong> &gt; <strong>Support - Tickets</strong>, then click <strong class="ph b">Start report</strong>. The report builder opens.</li>
<li class="li">In the <strong class="ph b">Metrics</strong> panel, click <strong class="ph b">Add. </strong>
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<li class="li">From the list of metrics, choose <strong class="ph b">Duration between events - Calendar hours (hrs)</strong> &gt; <strong class="ph b">Full resolution time (hrs)</strong>.</li>
<li class="li">Click <strong class="ph b">Apply</strong>. Explore calculates, and displays the median time taken between when a ticket is created to when it is solved for the last time.
<p class="p"><img alt="" class="image img-screenshot" id="topic_nmw_43y_4fb__image_rkw_xky_4fb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_full_resolution.png" width="850"></p>
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<li class="li">Now, you can slice this data by adding one or more attributes. For example, if you add <strong class="ph b">Ticket created - Date</strong> as a column, you can see the full resolution time on a day-by-day basis.
<p class="p"><img alt="" class="image img-screenshot" id="topic_nmw_43y_4fb__image_f1s_wfg_pfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_49.png" width="850"></p>
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<h3 class="title sectiontitle">Customizing the report</h3>
<p class="p">Typically, the report you just generated will return a lot of results. To make your report more digestible, you can filter ticket results and select different chart types to represent your data. For example, you can filter ticket results to a specific month and select a line chart to show the increase or decrease in resolution time during that month.</p>
<p class="p"><strong class="ph b">To add a month filter to the report</strong></p>
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<li class="li">In the <strong class="ph b">Filters</strong> panel, click <strong class="ph b">Add</strong>.</li>
<li class="li">From the list of attributes, click <strong class="ph b">Time - Ticket created</strong> &gt; <strong class="ph b">Ticket created - Date</strong>.</li>
<li class="li">Click <strong class="ph b">Apply</strong>. The filter is displayed in the <strong class="ph b">Filters</strong> panel.</li>
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<p class="p">Now, when you click the <strong class="ph b">Ticket created - Date</strong> filter, you can select only the months you want to see on the report.</p>
<p class="p"><strong class="ph b">To change the report to display a line chart</strong></p>
<p class="p">In the visualization type menu (<img alt="" class="image" height="16" id="topic_nmw_43y_4fb__image_erf_chg_pfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_query_icon.png" width="16">), click <strong class="ph b">Line</strong>.</p>
<p class="p"><img alt="" class="image img-screenshot" id="topic_nmw_43y_4fb__image_fyx_3hg_pfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_50.png"></p>
<p class="p">The chart is redrawn as a line diagram.</p>
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