Explore recipe: Reporting on first reply time

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11 Comments

  • Al Hopper
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    What's the best way to convert the minute count to hours?

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  • Ricardo
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    Hello, Al,

    You can use the metric First reply time (hrs) instead of the one written in the article.

    Hope that helps.

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  • Khadeeja Ibrahim
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    Hello!

    I can't seem to find an Explore recipe for next reply time. Can you share some insight on how to build a metric for it?

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  • Brett - Community Manager
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    Hi Khadeeja,

    If there's no Explore recipe created for your use case, it may be beneficial to post in our Ask Us Anything about Explore Recipes - Tuesday, August 27 topic that we will be hosting tomorrow from 9 am to 11 am CDT. During this time, we will have a special guest team of experts who are available to answer your questions about setting up and troubleshooting your Explore recipes. Feel free to cross-post over there and we'll be sure to get your question answered during the AMA session.

    I'll also leave this question here in case someone else is able to jump in ahead of time and offer up some guidance.

    Cheers!

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  • Thais Starling
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    "In Query Builder, under Metrics, add First Reply Time - min to the query." 

    Why is this field (First Reply Time - min) not available in my zendesk account?

    I just have the options in the picture below

     


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  • Ricardo
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    Hello, Thais,

    It looks like you are in the wrong dataset. The metrics in your screenshot belong to Support: Ticket Updates. This query was built under the Support: Tickets dataset. Would you be able to give it a second try in the other dataset?

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  • Marion Evrard
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    Hello! sorry for the rookie question but I'm struggling a bit to understand how exactly this is calculated, and I mean does the 1st time reply take into account the business hours set on our Zendesk?

    Because what I need to know is the 1st time reply within the business hours. 

    If it takes into account the weekends and outside of working hours, it is not accurate and thus not very useful. 

    Is this possible? Can I find the information somewhere?

     

    Thank you :) 

     

     

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  • Graeme Carmichael
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    Marion

    First reply time is based on calendar hours and so includes your non business hours including weekends.

    However, if you search for 'business' you will find similar metrics that respect your business hours set in Support.

     

    You can find out more about business hours here

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  • Marion Evrard
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    Thanks Graeme!

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  • Brent P
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    What's the best way to edit this query so that the values displayed are in weeks or months and not days? I would like to see a trailing 7-days average of first response time.

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  • Ricardo
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    Hello, Brent,

    When you are on step 8, under Columns, if you type ticket created you can see a list of attributes you can use:

    Hope it helps.

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