Explore recipe: Reporting on first reply time

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6 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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