Reporting on next and subsequent reply times Follow

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5 comments

  • Avatar
    Bobby Quezada

    Is there anything in the works or another workaround that might help measure the reply times? We would like to first find out what our teams avg reply times to open ticket from our customers before we make any SLA commitments or hold any member accountable for their response time. 

  • Avatar
    Jessie - Community Manager

    Hi Bobby!

    You can track first reply time in Insights, if you're on Professional or Enterprise! We have an article about how that works in Insights here.

  • Avatar
    Bobby Quezada

    Hi Jessie, 

     

    Thanks for the reply. I think I might have asked incorrectly. I meant in terms of average reply time for any replies on a ticket. This is a follow-up question to Rebecca's answer for subsequent reply times. 

    We'd liked to get an avg reply time for the lifespan of the ticket, not just the first reply time. 

  • Avatar
    Jessie - Community Manager

    Hey Bobby! 

    Sorry for the misunderstanding. Let me see if I can find someone to answer this for you.

  • Avatar
    Fernando Duarte

    This may be possible by dividing the total Agent wait time in minutes by # Replies

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