Insights recipe: Average resolution time without Pending or On-hold time Follow

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25 comments

  • Avatar
    Steven Fisher

    This is a great article, can you do the same thing with average 1st time resolution without pending time ?

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    Brad Ladwig

    Hi Steven,

    Yes!  You could use this same framework to find average first resolution time minus pending time.  Great idea!

  • Avatar
    Steven Fisher

    I have it setup but I have encountered an issue.

    a ticket goes through the normal process and gets marked "solved", but the customer comes back and it reopens now the initial time of 1st resolution has stopped.

    The ticket then spends some more time in pending before getting resolved.

    The issue I am now having is I can have a ticket that is getting a - (minus) hrs time as it has stopped counting the time to 1st resolution but pending time still includes anymore pending time after it has been reopened.

    Any ideas how to avoid this? ideally needs to stop calculating pending time once the ticket was marked solved in the 1st instance?

  • Avatar
    Jessie - Community Manager

    Hey Steven!

    I'm going to see if any of the Insights gurus in amongst our Community Moderators are able to answer this for you. Stand by!

  • Avatar
    Fernando Duarte

    Hey Steven,

     

    Are you calculating time to full resolution or first resolution?

  • Avatar
    Steven Fisher

    Hi Fernando

     

    I am calculating first resolution

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    Vijayendra

    I want to calculate this in Business hours. I see that there is already a metric available for Avg Full Res time [Biz hrs] in Hours available. Using this, can I create the Pending and On hold metrics as described above and subtract to get the Avg Full resolution time in business hours?

  • Avatar
    Irene Griffin

    I created the Full Resolution minus Pending time and some of my tickets (grouped by severity) are showing a negative value. How could that be?

  • Avatar
    Steven Fisher

    Are you using business hours Irene?

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    Irene Griffin

    Nope, I followed this exact set of instructions. Strangely when I change the "how" to include ticket ID, I can export all tickets and see none with a negative count. that is the only change between the two reports and I get wildly different results on the same "what".

     

  • Avatar
    Jessie - Community Manager

    Hey Irene! I'm going to check with some of our Insights experts to see if I can get some information on this for you!

  • Avatar
    Keith @ Zendesk

    Hey Irene,

    In order for us to dig into your question, we'd need to create a Ticket for you and investigate your set up.  I'll be contacting you through email and we'll get this straightened out.

     

    Thanks!

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    Elena Micich

    Hello! I can't seem to find the "deleted" tag where the recipe says it is. When I select "Attribute Values", it sends me to "Attributes". Am I doing something wrong?

  • Avatar
    Jessie - Community Manager

    Hi Elena! Welcome to the Community!

    I'm checking with some of our Insights experts to find someone who can help you out here. Stand by!

  • Avatar
    Amanda Yu

    Hi Elena,

    Here's the navigation path you'll want to follow in order to find the "deleted" value.

    First, select "Attribute Values":

     

    Next, search for "Ticket Status" and then select it:

    After selecting Ticket Status, you should see the "Deleted" status:

     

    Please let me know if you run into any issues!

     

  • Avatar
    Lindsey M

    Why would the ticket status need to be deleted and not solved?

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    Jessie - Community Manager

    Hi Lindsey!

    In this case it would be to filter deleted tickets out of the reporting. This can help to prevent reporting from bring skewed.

  • Avatar
    Kevin Yu

    Hi,

    I'd like to do a MEDIAN version of this report, instead of AVERAGE. 

    I used the default metric, instead of creating an AVG version: Full Resolution Time (hrs) [Mdn]

    I then created the Pending MEDIAN:   SELECT MEDIAN (Agent wait time in minutes/60) WHERE Ticket Status <> Deleted 

    Next, I created the report as Full Resolution Time (hrs) [Mdn] - Pending [Mdn]:

    I ended up with a couple of points that looked okay but then one month stuck out above the rest with no reason that I can think of. 

    Anyone know why this would be?

     

     

  • Avatar
    Jessie - Community Manager

    Hi Kevin! Welcome to the Community!

    I'm going to see if I can find someone to help you with this. Stand by!

  • Avatar
    Fernando Duarte

    @Kevin,

     

    It is hard to tell without looking at the underlying data.  Try adding the 2 components of your metric as series to see the differences. (Full Resolution Time (hrs) [Mdn] and Pending [Mdn])

     

  • Avatar
    Darren Taylor (Edited )

    I've included the "[Biz Hrs] On Hold Time (hrs) [Mdn]" which is 

    SELECT MEDIAN(On hold time in minutes within business hours/60) WHERE Ticket Status <> Deleted

    However the stats are always 0. Doesn't seem to be capturing any of the tickets we have moved into a hold status.

    Basically we would like to see a total amount of time our tickets spent on-hold as a whole and not per ticket.

    Any ideas?

     

  • Avatar
    Stephen Fusco

    Hey Darren, 

    In order to troubleshoot this i've created a ticket for you and will be reaching out to you soon. There are many factors that could influence how a report renders so to really troubleshoot why you're consistently getting 0 values i'd like to take a look at your Insights report. You'll receive an email from me soon!

  • Avatar
    Leigh Cohen

    Thank you very much for this article. It's soooo helpful. I have the metrics set up, and now I am putting together a report. I am a bit confused about the impact of using dates of ticket creation vs. dates of ticket solved. What I want to see is the average time that it takes to fully resolve tickets that are created by day of week (do tickets created on Sunday have a longer resolve time, for example).

    I have chosen:

    What - Full - Pending (Average)

    How - Ticket Assignee, and Day of Week Ticket Created

    Filter - Ticket Assignee and Week (ticket solved)

    My results don't look right. Is it possible to report on tickets that have been resolved/solved by the date that they are created?

     

    Thank you!

  • Avatar
    Fernando Duarte

    You should filter for Status = Solved, Closed

     

  • Avatar
    Dan Kondzela

    Thanks for the question, Leigh. It seems that Fernando beat me to the punch. If you want to report on tickets that are only completely done, you will want to implement the filter described above. Thanks Fernando!

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