Insights metrics reference (Professional and Enterprise)

Return to top
Have more questions? Submit a request

51 Comments

  • Graeme Carmichael
    Community Moderator

    Kent

    • First reply time is the time between ticket creation and the first public comment from an agent
    • Next reply time is the time between the oldest unanswered customer comment and the next public comment from an agent

    You can find full details of SLA metrics here.

     

    1
  • Bianca Russelburg

    Hi there!

    My team uses an open-pool ticket system where, once re-opened with a response from the requester, it goes back into the unassigned pool. Because of this system, many tickets get "Solved" more than once, often by different Agents. Does "# of Tickets Solved" include multiple Solves on the same ticket? Or does it just count once + get attributed to that person?

    Thanks!

    1
  • Patrick Bosmans
    Zendesk Customer Advocate

    Hello Diogo,

     

    I am going to be sending you a ticket shortly so that I can get some more information about your account.  

    We can continue our conversation there!

    0
  • Warren Balmaceda

    Hello there,

    Please shed some light on how to get the percentage of total Solved Tickets in First Reply Time (hrs) [Avg], First Resolution Time (hrs) [Avg] & Full Resolution Time (hrs) [Avg] per group and per agent. 
     
     
    e.g. Total solved tickets for the month of September is 4,500.
     
    What are the percentages of the total solved tickets using the above metrics,
    per agent and per group?
     
    Thanks in advance.
    0
  • Daniel Petersson

    Alright, then something like this could work perhaps?
    (First reply time)

    WHAT:
    First Reply Time (hrs) [Avg]

    HOW:
    Ticket Id

    Filter:
    Top 25 Ticket Id by First Reply Time (hrs) [Avg]
    Date (Event) is the last 7 days

    The top 25 filter is created by choosing "Ranking Filter", Top -> Custom, 25, What-> Ticket ID, Ranking Criteria-> First Reply Time (hrs) [Avg]

    0
  • Daniel Petersson

    Hello again!

    Sorry to bother again, however I'm trying to create a report that specifies the number Solved and  #Replies per agent and date. I.e. the number of solved tickets and public agent comments for each specific day in an interval.

    I was trying to do this by:
    What:
    # Tickets Solved
    # Replies

    How:
    Day of Week (mon-sun) (Assignee Updated)
    Ticket Assignee

    Filter: 
    Week (Mon-Sun)/Year (Assignee Updated) is last week
    Ticket Assignee is Person 1, Person 2, and 4 more 
    Day of Week (Mon-Sun) (Assignee Updated) is Mon, Tue, Wed, Thu, Fri

    I'm not sure if I can even get the right slice while measuring both solved and number of public comments but what I can't seem to accomplish even by measuring only # Replies is the actual number of public comments by a specific agent a specific date.

    If I measure # Replies based on i.e. Ticket solved the last ticket assignee on the "measure-date" gets all the replies on the ticket, from all the agents. So let's say "person 1" makes one public comment on a ticket and then solves it but three other agents have made five comments each person 1 still gets all of these under his or hers # Replies. In this case that would show up as # Replies for person 1: 16 (5x3+1).

    I want to measure only the public comments made by the ticket assignee of my choice per the date of my choice. In the same example as above it should show 1 instead of 16 since person 1 only made one comment.

    Any idea how to solve this and if it even can be combined with # Tickets solved in the same report?

    0
  • Jason Katz

    I wish the new concurrency feature would allow us to create a report on concurrency by agent. The new concurrency report is otherwise not helpful. We need the functionality to drill down and view concurrent chats by agent which we can leverage for performance management and productivity reporting.

    0
  • Emile Cohen

    Hello Zendesk,

    I am wondering what API would be useful to access this data, now and after the move to Zendesk Explore. I tried to find the Explore API but it seems that it does not exist: the following post did not have any answer from your part... I am mainly looking for usage metrics such as website connexions that are displayed on Zendesk Chat.

    Thank you !

    0
  • Stephen Fusco
    Zendesk team member

    Hello Victoria, 

    Thanks for your question. Conversion tracking is not in Insights currently but refers to conversion goals you can set up as described in more detail here: Measuring Business Goals with Conversion Tracking

    That article also explains the conversion reports. 

    0
  • Monica Aten

    Hi Team,

    Our group is trying to create a report that shows the % of tickets created and solved by agent. Basically we are trying to measure the amount of work each agent is doing on a weekly basis.

    I already have a report that shows me # of Tickets Solved and # of Tickets Created by each agent, but I don't know how to switch the results to a percentage. 

    Any suggestions?

    Thanks!

    0
  • Alex Rust

    Hi!

    Can anyone help me figure out the best way to report on tickets coming in from incorrect channels?  I want to distinguish the amount of time tickets spend in new status when coming in from 2 different email addresses.  I don't think you can report on specific email addresses in ZD, can you?

    When our tickets come in incorrectly, they sit in a "Triage" like view for our admins to route to the correct group, but we don't want to hold that group responsible for the time the ticket sat in the view only available to the admins and would rather deduct that time from the full resolution time to show an accurate breakdown of how much longer tickets take when submitted incorrectly.

    Agent Wait Time and On Hold Time metrics are status specific for reporting on Pending and On Hold statuses, but is there a way to report on New status in general?

    0
  • Gurunn

    Hi,

    If I look at number of group stations for a specific group does the number mean the number of tickets that have ended up in the group? Or the number of tickets which has left the group?

    e.g 1st line # of group stations is 56. Is the number showing number of tickets that has been moved from 1st line or tickets being moved into 1st line?

    0
  • Jill Gala

    Hi, 

    I am trying to create a report for the number of tickets that have been changed from a particular ticket group to another ticket group. I know the names of both the ticket groups.  

    Any suggestions on how this can be created?

    Thanks in advance!

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Emile Cohen, thanks for the question. You're right that Explore doesn't have an API. As it pulls it's data direct from the other Zendesk products, you might be able to use the Chat API to pull the data you need directly from Chat. See https://developer.zendesk.com/rest_api/docs/chat/introduction for help.

    0
  • Kent Carlo Jimunzala

    Hi All,

    What are the precise details of:

    SLA Policy: First Reply Time & Next Reply Time.



    0
  • Daniel Yousaf

    Hi Bianca!

    # Tickets Solved only sees the final solve on a given ticket. Who gets the credit depends on how you slice it!  If you use Ticket Assignee (Historic), it'll attribute the solve to the first assignee on the ticket.  If you use Ticket Assignee, it'll attribute the solve to the ticket's assignee when the ticket was solved.  And if you use Updater, it'll attribute the solve to the person or process that updated the ticket to Solved.

    Thanks for your question!

    0
  • Nhia Lor
    Zendesk team member

    Hey Daniel,

    Thanks very much for sharing that additional information.

    I'd like to help take a closer look into the report data so let me create a ticket for you so that I may help dive further into this for you.

    Additional if you're wanting to slice your metric results within a report by a week period I would normally recommend "Week (Mon-Sun)/Year (Ticket Solved)".  This will compare the satisfaction results based on the week of the year that the ticket was solved.  Alternatively you could also use "Week (Mon-Sun)/Year (Ticket Created)" but it just really depends on how you wish to slice and compare the data.

    0
  • Thomas

    Hi Daniel, 

     
    I am looking to create 2 separate reports. 
    One report would show the 25 tickets with the longest resolution time over the past 7 days 
    One report would show the 25 tickets with the longest first reply time over the past 7 days. 
     
    Many Thanks
     
    Tom
    0
  • Alex Aguilar

    Looking through the metrics, I've noticed there are two types of solved ticket metrics.

    What's the difference between how these work. I'm having trouble understanding the first one.

    1. # Tickets Solved

    SELECT IFNULL(COUNT(Ticket IdTicket Text Field Change), 0) WHERE [Text Field] New Value IN ([Status] solved[Status] closed) AND [Text Field] Previous Value <> [Status] solved AND Ticket Status IN (SolvedClosed) AND Date (Event) = (SELECT MAX(SELECT Date (Ticket Solved) BY Ticket Id) BY Ticket Id)

    2. # Solved Tickets

    SELECT # Tickets WHERE Ticket Status IN (Solved,Closed)

    0
  • Kent Carlo Jimunzala

    Hi Graeme, 

     

    Cool! Thanks for this information. 

    0
  • Jessie Schutz
    Zendesk team member

    Hi Daniel!

    If I understand you question correctly, you specifically want to measure satisfaction on tickets that have been touched by all three of your support groups. Let me know if that's not right!

    If that's the case, can you tell me how you're looping these other teams onto the tickets if they're not actually being assigned?

    My thought here is that you can add tags to those tickets to identify that they've been escalated and then filter your report results to measure just tickets that contain those tags, but the feasibility of that is going to depend on your escalation process, I think.

    0
  • Daniel Petersson

    Hey T Lathouwers!

    I'm not exactly sure how you want to present this report when it should be based on both longest res. time and highest first reply time but maybe something like this could help?
    ("WHAT" you measure could of course be changed to something else, if you want it to be based on full resolution time or First reply time based on Biz hrs instead.)

    WHAT:
    First Reply Time (hrs) [Avg]
    Resolution Time

    HOW:
    Ticket Id

    Filter:
    Date (Ticket Solved) is from 30 days ago to today
    Top 25 Ticket Id by First Reply Time (hrs) [Avg]
    Top 25 Ticket Id by Resolution Time
    Ticket Status is Solved, Closed



    0
  • Daniel Petersson

    Hey!

    I'm trying to measure satisfaction of all the tickets our three different technical support groups touched.

    We have a first line support which keep all the contact with our customers but when it comes to database-changes and such our technical support have to be involved. Our first line agents then send the tickets to one of these groups (depending on question). A agent in the technical support group sends the ticket back to the supportgroup (without assigning the ticket to themselves).

    I figured I could perhaps solve this by using ticket group (historic) since the tickets I wish to measure should have at one time or another been assigned to one of these groups - however I'm not getting the results I should. Any idea on how to solve this?

    0
  • Emile Cohen

    Thank you Rob Stack for this quick answer,

    Do you know if Zendesk provides a general token that can access all different APIs? Or we have to perform OAuth2 authentification on different APIs (Support, Chat and Sell in my case)?

     

    Many thanks

    0
  • Victoria Moree

    Hello,

    in chat metrics summary we have conversion metric. how this conversion is calculated? 

    thank you for the information, 

    Best regards, 

    Victoria 

    0
  • Diogo Silva

    Hi.

    Im missing the option in the image. Why my zendesk don't give me this? I need it to create a report. Can someone explain?Best regards!

     

    0
  • Kent Carlo Jimunzala

    I have a question in regards to "First Reply Time", Will the metric count if the entry level of customer support is transferred? 

    Example: Customer contacts support -> Email Support receives the email (so First Reply should Count based on the description) However, Email support transfers it to another support group. 
    (Note: No public reply. Email support did not inform the customer that he/she will be transferred). 

    My question is:
    Will the following support group will be accounted for the First Reply Time?

    Thanks!

    0
  • Jessie Schutz
    Zendesk team member

    Hey Jill!

    This is an interesting question...let me see if I can get some of our Insights gurus in here to help you out!

    0
  • Graeme Carmichael
    Community Moderator

    Jill

    That is a really good suggestion for a metric.

    Here is an example of counting the number of times the group is changed from the development group to the support group.

    If you have not created custom metrics before, please follow the link provided by William. You must use the element selector from the right hand pane to enter the fields and field values.

    0
  • Bryan Flaherty
    Zendesk team member

    Hello Warren,

    I'd like to gather a bit more information about your reporting needs.  I'd like to pull your request into a ticket and see if we can get your question answered!

    0

Please sign in to leave a comment.

Powered by Zendesk