Insights recipe: First reply time by event (version 2)

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4 Comments

  • Selçuk Mıynat

    Hi,

    I need to generate a weekly report for the first reply times of each agent.

    I've generated a report for each ticket with their first reply times. But I want to sort them from longer to the shorter, and put the agent names right next to each of them.

    How can I do that, please?

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  • Amy Dee

    Hi Selçuk! If you want to see which agent made the first reply, use the Updater attribute. This recipe finds the event of the first reply, so the Updater is the person who submitted it. We have more information about the various user attributes here: Which user attribute should I use in my report?

    As for displaying results from highest to lowest, you can do that in the report. Hover the cursor over the metric name. That should make a pair of arrows appear. Those arrows sort the column in ascending or descending order:

    I hope this helps! Happy reporting!

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  • Felipe Fernandes

    This is great. Thanks for sharing. Getting closer to finding a real FRT. In another article, I found a suggestion that I should add an "agent_created" tag to tickets created by an agent and then exclude them from the FRT calculation. How do I modify the recipe(s) to not count FRT for tickets that DO NOT contain the "agent_created" tag? I am happy to entertain another solution if possible too that doesn't involve tags. Our agents often create a lot of tickets which keep the FRT timer ticking so I don't want to count those.

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  • Amy Dee

    Hi Felipe! Tags are great on the workflow side, but they get tricky on the reporting side. It's especially tricky in cases like this, since tags are not connected to ticket events.

    Tags and events are both connected to tickets, though, so you should still be able to add a tag filter. It will just take a few extra steps. We have details in this recipe: Reporting on ticket tags.

    Basically, you'll need to make a tag-filtering metric, then use a numeric range filter on the report as a whole. That way, the report will only run the first reply metrics on tickets that have (or don't have) your chosen tag.

    As long as you keep the tag elements in a dedicated report filter and your event metrics in the report itself, they should work alongside each other.

    I hope this helps! Happy reporting!

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