- [Text Field] Duration in minutes: Used to measure how long a text field (like Ticket Group, Status, or Priority) was set to a certain value
- [Numeric Field] Fact duration in minutes: Used to measure how long a numeric field was set
- Satisfaction duration: Used to measure the length of time a ticket had a particular satisfaction rating
Note that duration can only measure calendar minutes, not business minutes.You can read more about what types of Zendesk fields become attributes and which become facts in Understanding how custom fields are imported into Insights .
How long are tickets sitting with my support groups?
The first step to answering this question is to build a custom metric.
You'll want to build the following metric and name it Avg Time Assigned to Group :
- WHAT: Avg Time Assigned to Group
- HOW: [Text Field] Previous Value, Month/Year (Event)
- FILTER: Month/Year (Event) is 13 months ago through one month ago, and [Text Field] Previous Value is whichever groups you are interested in.
Drilling across for more detail
- Create a separate report by saving a copy of this report under Options > Save As .
I like to use the naming convention of [Drill-In] Report Name to make the report easier to identify when placing on a dashboard.
- Once you've saved the copy, you can make it into a table by selecting the table symbol and then add the other attributes that you are interested in seeing to the report.
Quick tip: Adding a filter for a single day will limit the data returned in this table and allow you to format your report the way you want much quicker.
- When you are ready to save the report, you can remove all the filters, wait for the " Report too large to display " error, and then save the report. Don't worry that your report is too large, it will inherit the filters from the top level report on your dashboard and you will get a nice concise table when you drill across reports.
- After saving this report, you will need to go back to the dashboard where your first report lives and go into Edit mode.
- Click on the report, and then the gear icon above it to open the pop-up modal with the drill settings:
- To make this work, select the Avg Time Assigned to Group metric on the left and the new report you created on the right.
- Click Apply , and then save your dashboard changes. Next time you hover over that report, you will be able to click into any of your groups and see which tickets are making up the data for each month.
Measuring Average Time in Solved
To really drive this idea home, let’s have a quick look at another example. Insights comes with some default time based metrics that are useful when measuring the performance of your Zendesk.
- Requester wait time : The combined total time spent in the New, Open and On-Hold status
- Agent wait time : The total time spent in the Pending status
- On hold time : The total time spent in the On-hold status
These metrics are designed under the assumption that you use Zendesk ticket statuses with a particular workflow. Some of you, however, might not use the five statuses (New, Open, Pending, Solved, Closed) in the same fashion as everyone else. In this case, you may want to build your own metrics.
- WHAT: Avg Time in Solved
- HOW: [Text Field] Previous Value, [Text Field] New Value, and Ticket ID (if you want to get that granular)
- FILTER: [Text Field] Previous Value is [Status] Solved