Reply Time metrics after assigning to different group
BeantwortetI'm looking for a way to measure the response time after a ticket is assigned to a different group.
Currently a ticket arrives and is assigned to Group 1 with default SLA policy applied. First Reply Time is measured and that works fine. However, the ticket may need to be escalated and assigned to Group 2, and I want to know if the same metrics can be measured once it's been assigned to the new group, those metrics being, wait time, reply time.
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Hey Fabrice, curious of others reply, but I haven't figured out a great way to break down wait times and reply times per agent assigned in a ticket. These metrics - first reply time, wait time, etc. only exist in the ticket dataset and you would want to use the ticket update dataset to find this answer - the time the ticket spends with the agent currently assigned.
Having said this, you can get quite a bit of information about the ticket and the activity while assigned from the ticket updates dataset if you want to start playing around there. I recommend the "changes" fields - you can use this to filter/group changes from assignee or group as well as ticket status.
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Thanks for the suggestion Hillary. I see what you're suggesting however, as you mentioned, it doesn't exactly cover what I'm looking for.
Surely there must be a way to measure response times once a ticket is escalated to a different group or support tier? I would have thought that it's standard practice to measure this?
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I've witnessed several asking for this type of metric. Here is a feedback post if you wanted to add additional comments or upvote: https://support.zendesk.com/hc/en-us/community/posts/360029385854-Add-Minimum-Date-Function-to-Formula-Builder-to-Identify-First-Time-A-Ticket-was-Assigned-to-Person
Otherwise, I encourage you to post your own feedback here: https://support.zendesk.com/hc/en-us/community/topics/360001200913
In the meantime, here are some potential recipe articles with alternative ideas in case this would get you closer and work out for your workflows:
Reporting on the duration of fields: https://support.zendesk.com/hc/en-us/articles/360034119833-Explore-recipe-Reporting-on-the-duration-of-fields#topic_y1x_rzb_l3b
Getting times based on tags: https://support.zendesk.com/hc/en-us/articles/360034980073-Explore-recipe-Getting-resolution-times-first-reply-first-resolution-and-full-resolution-based-on-tags
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I would also love to be able to report on first reply time after a ticket is assigned to a new group. Has there been any news on this?
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Hi Keegan,
Thank you for posting on our Community. As of the moment, that is not yet part of our FRT calculations that you can report on using Explore but that will be a good addition so I've marked this comment as product feedback. We truly value customer feedback and your voice and votes on the product feedback topics in the community help influence future Zendesk functionality
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Same here. This is a basic function that needs to be added to Explore.
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