Explore recipe: Reporting on full resolution time

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10 Comments

  • Marina Her

    Would you be able to help me use this metric to minus on-hold time?

    I'm new to Explore and can't figure out how to make the time to resolution metric to minus the on-hold times. :( 

    Thank you!

    2
  • Ruel Antonio Calvelo

    Hi Marina,

    Unfortunately, setting the status On-Hold does not pause the timer for full resolution time. Full resolution time will include the time from ticket creation to ticket solved, regardless of the statuses in between.

    However, if your concern is that the FRT would extremely suffer because of setting a handful of tickets to On-Hold, I suggest you set up a trigger that adds a tag to a ticket once it's place in On-Hold status, and then filter tickets with that tag out of your report.

    Ruel

    0
  • Marina Her

    Hi Ruel,

    In Insights I am able to subtract the on-hold time using the query below:

    SELECT Full Resolution Time (hrs) [AVG] -her - onHold Time (hrs) [AVG]

     

    ** Where Full Resolution Time (hrs) [Avg] -her is equal to the below query:

    SELECT AVG(Full resolution time in minutes/60) WHERE Ticket Status <> Deleted

     

    ** Where the onHold Time (hrs) [AVG] is equal to the below query:

    SELECT AVG(On hold time in minutes/60) WHERE Ticket Status <> Deleted

     

    Shouldn't I be able to query this in Explore too?

    Could I not add the query somehow in Explore?

     

    Thanks for responding.

    Kind Regards,

    Marina

    0
  • Dan Kondzela

    Hi Marina!

    Thanks to our resident Explore Experts I was able to learn about this particular formula

    VALUE(Full Resolution Time - min)-VALUE(On-hold Time - min)

    If you want the value in hours you will select

    (VALUE(Full Resolution Time - min)-VALUE(On-hold Time - min))/60

    Hope this helps you out

    1
  • Marina Her

    Hi Dan,

     

    Thank you for the metric! I appreciate it. That works for me. Now, I need to find out why the Explore resolution time is different from the Insights resolution time. :P 

     

    Kind Regards,

    Marina

    0
  • Bill Cicchetti

    @ Dan: Thanks Dan!  

     

    Do you now if this also takes in account when in Pending Status?  We  want to see how long the Agent was responsible for action (ie Open status)

    0
  • Dan Kondzela

    @ Marina - I would recommend submitting a ticket to support@zendesk.com for that one! If you want to lay out some details here we can look into it, but it is likely going to delve in to account specific details quickly, which will require a ticket regardless.

     

    @ Bill - It won't include pending, you will need to add that as a function of the Metric formula

    VALUE(Full Resolution Time - min)-(VALUE(On-hold Time - min+Pending Time - min))

    Thanks!

    0
  • Bill Cicchetti

    @ Dan   Thanks a bunch.  It gives me an understanding of the formatting of the query vs. Insight.  Also by chance you know what you need to do to base this on business hours?

     

    Thanks in advance!

    0
  • Nick Dushack

    Hi Bill,

    You can base this on business hours by replacing the metrics with Full Resolution Time - Bus Hrs - min and On-hold Time - Bus Hrs - min. That will automatically exclude time outside of your business hours set under schedules. 

    0
  • Bill Cicchetti

    Thanks Nick

    0

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