Reporting on Average First Reply Time in Insights (Professional and Enterprise)

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33 Comments

  • Lee Savage

    Thank you for this. Unfortunately unlike Yoni I am stunned that such simple basics are not available for people to use immediately. I cannot imagine the logic that leaves such a basic tool unavailable without a tutorial. Investing the time on basics is a luxury some can ill afford.

    1
  • Guillaume

    Is there a possibilty to have the same report but with hours instead of minutes?

    3
  • Tobias Ritlov

    Thanks for the great tutorial, Sarah. @Guillaume, I converted it to hours by simply adding a /60 at the end of the "SELECT AVG(First reply time in minutes)" in our new custom metric.

    See screenshots:

    3
  • Jessie Schutz
    Thanks for helping out, Tobias! :)
    0
  • Zach

    What would I do if I wanted to filter this out by agent? The end goal is to see which agents have the lowest average response time.

     

    Appreciate any help I can get.

    1
  • Megan Howell

    @Zachary:

    The best way to do this would be to leave the "WHAT" in the report the same, but under "HOW" choose Ticket Assignee. This slices the first reply time by each ticket assignee (rather than date as it is done in this example)- it is worth noting that this attribute is going to pull the agent currently assigned to the ticket, not necessarily the first person assigned to the ticket. If you want the results only for the last month, then you will apply the same filter described in this article.

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  • Anthony Garcia Jr.

    @Megan:

     

    I raised a ticket yesterday for the same query which Zachary has (1523251). I believe your response is the appropriate answer. However, I think it only applies when the first person who responded publicly on a ticket is the same person who closed the ticket, is that correct? In my understanding, Zendesk considers whoever last owns the ticket as the Ticket Assignee. But how about on instances where the person who first replied publicly on a ticket is different from the person who solved the ticket? Is there a way to capture the name of the agent who first responded publicly on the ticket.

    2
  • Terry

    @Anthony

    I reviewed the article in your prior request and I do believe this custom metric will help you find the information you are looking for. 

    The use case described is looking for the agent who made the first public reply.

    From the article: "you want to give credit to the agents who made the first reply, not the current assignee."

    The reason you need to create a custom metric is because you need to look at the Event model by updater. 

    • The Event metric can report on first reply times by the agents who submit them.

    This metric finds the earliest timestamp of a public comment by an agent that occurred after a ticket was created. Then, it calculates the difference between that comment timestamp and the creation timestamp. Finally, it converts the average of those values from minutes to hours.

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  • Lester

    When I view the FTR value in the insights tab, the value differs to the value provide in the report when I create this metric. Even though the date criteria is the same, and I haven't applied any other filtering.

    Any ideas why?

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  • Rebecca

    Lester-

    The first reply time report in the Insights tab dashboard is reporting on median first reply time where where this article is helping you to create metrics to report on average first reply time. Therefore the difference is likely due to average vs. median FRT not being identical.

    Further, the default prebuilt FRT metrics in Insights are also finding the median first reply time.

    0
  • Lester

    Hi Rebecca

    Thanks for the reply. But I’m not sure I follow

    In the Insights tab: First reply time (average) is telling me 60.41 hours for April.
    Whereas the First reply time in minutes [Avg] metric per the article gives me = 51.64 (when converted to hours)

    Since the label in Insights is saying average, I can only assume it is average not median, but lets assume it means median.  If use the median metrics in the report I get:

    First time reply (hrs) [Mdn] = 16.6
    [Biz Hrs] First Reply time hrs [Mdn] =  4.6

    So I’m not convinced Insights is giving me a median value.

    My confusion is Insights is saying average and the average metric isn’t giving me the same value for the same period.

    0
  • Rebecca

    Hey Lester- 

    I'd be happy to look into this for you; I am going to pull this into a ticket so I can look at your specific Zendesk to provide a more concrete answer. 

    0
  • Umran Ali

    Hi, is there an api for this? 

    0
  • Jessie Schutz

    Welcome to the Community, Umran!

    It looks we do have API endpoints for ticket reply times. Here's a direct link to that information: Ticket Metrics.

    0
  • pajames

    The reporting on first reply time seems to be weird or I am misunderstanding something. I am trying to track down the outliers for our group (e.g. a ticket that took 101 hours for first reply). The date on the graph is January 31st. Is this date the date the ticket was submitted or the date of the first reply. I've tried tracking down the ticket either way and have yet to find one that took 101 hours for first reply?

    Is this metric measuring, by change, the first time the status of the ticket was changed or assigned or something?

    0
  • Jessie Schutz

    Hi pajames!

    I'm going to check with some of our Insights experts to see if we can find an answer on this for you!

    0
  • Keith @ Zendesk

    Hey pajames,

    Here's a Reporting recipe that will help you zero in on the Ticket you're looking for:

    https://support.zendesk.com/hc/en-us/articles/216507118-Insights-recipe-First-reply-time-by-event

    Thanks!

    0
  • Dolores Vincenzo

    Hi,

    has anyone an idea how I could convert the Avg First reply time taking in consideration business hours? I mean, how can I calculate the FRT Avg considering only Business hours?

    We had to deactivate business hours, because some groups have different business hours and therefore with one schedule (Professional plan) it is not possible to set more than one schedule.

    thanks!

    0
  • Graeme Carmichael

    Dolores

    My understanding is that you will need to be on the Enterprise plan to create multiple schedules reflecting your various business hours. You then can assign a schedule to a ticket using a trigger based on the support group.

    Without this feature, you will not be able to calculate the FRT in business hours in Insights.

    0
  • Christopher C.

    Hello,

    My averages are changing, is there a way to make these frozen after the week ends? I want to know what the average first reply time was for last week but it will move even when I am in the next week.

    Chris

    0
  • Dan Kondzela

    Hey Christopher,

    I just wanted to let you know I'm starting a ticket up to take a closer look at your report configuration. Keep an eye on your inbox!

    0
  • Christopher C.

    Thank you Dan!

    0
  • Vera Henrichs

    Hello,

    I am too looking for a solution to display the AVERAGE first reply time in HOURS within BUSINESS HOURS.

    I have tried what Tobias Ritlov showed and tried to "convert" it to biz hrs, but it won't work. Can somebody help me with 2 screenshots what the Report and what the Metric Editor should look like?

    Thank you!

    0
  • Graeme Carmichael

    Vera

    When you say it wont work, are you seeing an error message or are you getting unexpected results?

    0
  • Vera Henrichs

    Hi Graeme,

    I was getting red errors that there was something wrong with my SQL, but when I tried it again, it worked out fine. It even automatically added the SQL for me so I only needed to add "/60" to it. 

    So thank you for sending those good vibes to me ;-)

    0
  • Loke Lamhauge Barrett

    Hi guys,

    We're really interested in optimizing our support in the future, so we're thinking about getting "first reply time" more integrated in our general performance reviews.

    We should have it set up the right way, but I'm a little confused about how it actually works. I can see that it measures the time between ticket creation and first public agent response, which makes sense, but does it include any other factors than this?

    I'm wondering if it stops "running" if one of our agents sets a ticket on "hold" or "solves" it without response? Sometimes a customer just writes "thank you" back, and it seems unnecessary to write them just to get our own statistics looking well.

    I'm also curious about whether tickets created by agents internally "counts" in this metric? We have tickets about various things where an agent might contact a technician to get help. This is strictly internal, and the customer will never actually be included in the specific correspondance, but this might make our numbers a little "obscure" in practice.

    We have an average reply time of about 55 hours at the moment, but this is pretty weird considering that we respond to about 70 percent of all tickets within the first eight hours. So it seems clear that there's something important we're missing about this.

    It would be great if you could help us clear up some of this :-)

    Best regards, Loke

    0
  • Brett - Community Manager

    Hi Loke,

    First reply time will only look at the time between ticket creation and the first public response from the agent. So setting the status to solved or on-hold would not stop the clock unless a public response was posted at the same time.

    As for FRT on agent created tickets, you'll want to take a look at this article: How do I create a First Reply Time SLA for agent created tickets?

    You'll also want to make sure you're looking at business hours when viewing your report. The native dashboard will not include business hours if you've set any up so you'll need to create your own Insights report to factor this in. When creating your report to track FRT you'll want to use the [Biz Hrs] First Reply Time (hrs) [Mdn] metric. You can view a list of available metrics here: Insights metrics reference (Professional and Enterprise)

    You should hopefully get a more accurate representation of your data after above steps :)

    Let me know if you have any other questions!

    0
  • Loke Lamhauge Barrett

    Hi Brett,

    Thank you for responding so fast. Both your posts make total sense, so they're a big help. :-)

    Just to be totally sure, without a public response is there a time when the "clock stops" at all?

    I'm thinking that once a ticket has been "closed" after being "solved" for 4-7 days it must stop counting. If not then our numbers would potentially be harmed in perpetuity. Could that really be the case?

    So, basically we have to go back and make sure that everything on "hold" has a public comment in it - and this includes the "internal" tickets from agent to technician - to make sure everything's running again?

    Best regards, Loke

    0
  • Brett - Community Manager

    Hey Loke,

    If you're looking at it from a reporting perspective and you mark the ticket as solved without posting a public comment at all, the First Reply Time will be null.

    If you're looking at First Reply Time in regarding to SLA policies, then the FRT would be considered fulfilled.

    What you can do is tag internal tickets and exclude any of those tickets that contain that tag from your Insights report using the following documentation: Reporting on ticket tags

    Hope this helps!

    0
  • Loke Lamhauge Barrett

    Hi Brett,

    Thank you for the quick response! 🙂

    So basically, all tickets that are being solved right away, without a public comment, just won't figure in the stats. Is that what you mean by "null"?

    English isn't our native tongue, so I just want to make sure. I hope I don't sound like a complete moron, but I'm not certain if we're talking null like "void" or in math-terms, zero.

    Your last response made me think quite a bit - all this concerns the tickets that are created in Zendesk from our chat as well, right?

    It would actually be perfect if all these chats are just solved, when the customer has been answered, so they don't figure in to our response time as well. We have different stats for the chat as a whole already...

    But, if an agent should send a chat ticket to a technician, if they're in need of help, then it would be the best practice to let the customer know: "as we talked about in the chat I've contacted X", just so the reply time is held down.

    We'll certainly look into the "tags" in the future, but I'm concerned about a number of tickets that have been put on hold for an eternity in our system already, so I just want to make sure how I can follow up on these in the best way. :-)

    Best regards, Loke

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