Explore recipe: Reporting on full resolution time

Edited April 28, 2019 15:50

Explore Professional only

Note: This article is provided for instructional purposes only. Zendesk does not support or guarantee custom reports. Please post any issues you have in the comments section or try searching for a solution online.

This report shows you how to measure the amount of time between when a ticket is created to when it is solved for the last time.

This replaces the Insights recipe of the same name.

What you'll need

Skill level: Easy

Time Required: 5 minutes

Zendesk Explore Professional
Editor or Admin permissions (see Adding users to Explore)
Ticket data in Zendesk Support

How to create the report in Explore

In Explore, click the query icon ( ).
In the Queries Library, click New Query.
On the Select a Dataset page, choose the dataset containing the ticket data you need to build the query; in this case, Support: Tickets.
Query Builder opens.
In the Metrics panel, click Add, then choose Duration - Calendar (hrs) > Full Resolution Time - hrs.
Click Apply. Explore calculates, and displays the median time taken between when a ticket is created to when it is solved for the last time.
Now, you can slice this data by adding one or more attributes. For example, if you add Ticket Created - Date as a column, you can see the full resolution time on a day-by-day basis.

Customizing the report

Typically, the report you just generated will return a lot of results. To make your report more digestible, you can filter ticket results and select different chart types to represent your data. For example, you can filter ticket results to a specific month and select a line chart to show the increase or decrease in resolution time during that month.

To add a month filter to the report

In the Filters panel, click Add.
From the list of attributes, click Time - Ticket Created > Ticket Created - Date.
Click Apply. The filter is displayed in the Filters panel.

Now, when you click the Ticket Created - Date filter, you can select only the months you want to see on the report.

To change the report to display a line chart

In the visualization type menu (), click Line.

The chart is redrawn as a line diagram.

Have more questions? Submit a request

10 Comments

Marina Her
- February 11, 2019 16:41
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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
- February 19, 2019 05:52
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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
- February 19, 2019 13:51
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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
- February 25, 2019 14:43
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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
- February 25, 2019 15:59
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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
- February 25, 2019 18:22
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@ 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
- February 26, 2019 15:15
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@ 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
- February 26, 2019 15:20
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@ 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
- March 04, 2019 15:49
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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
- March 04, 2019 15:50
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Thanks Nick

0

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