Explore recipe: Reporting on full resolution time

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39 Comments

  • Tiffany Miller

    Ricardo Hello! Is this how I would calculate full resolution time minus all the time the ticket was in pending status during business hours? Basically, I want to know how long the ticket took to resolve considering when the ticket is in pending, we are waiting for the user to reply with more information. I didn't see a Pending business hours option in Explore. 

    VALUE(Full resolution time - Business hours (hrs)) - VALUE(Agent wait time - Business hours (hrs))

    I have a hunch this is wrong because the numbers I am getting are in the minutes when I'd expect them to be in the hours. 

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  • Ricardo
    Zendesk Community Team

    Hello, Tiffany Miller,

    Could you please try the formula below instead:

    SUM(Full resolution time - Business hours (hrs)) - SUM (Agent wait time - Business hours (hrs))

    That worked well for me, but let me know how it goes for you!

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  • Tiffany Miller

    Ricardo, that worked! These numbers look a lot more accurate! Thank you!

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  • Mark Leci

    Has anyone else run into this issue, I'd love to hear solutions! 

    Essentially, I'm trying to report on full resolution time (median) over a time period. We want to do this with reference to a specific date (because we made a process change on that date). To do that I'm filtering on the created date of the ticket (for example, created since June 26th). The problem is that there may still be some tickets open that were created back then. Is there a way to do this without having two reports (once that shows if there are any tickets still open that were created since 6/26 and one that shows the full resolution time for those tickets)? 

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  • Taylor Bowser
    Zendesk Customer Advocate

    Hey Mark, 

    Thanks for reaching out! To clarify, are we looking to exclude tickets that were created prior to June 26th to get a more accurate look at the full resolution time after a process change was implemented? If you could provide additional details regarding the end goal of this report, I'd be happy to take a look 🙂

    Best, 

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  • Mark Leci

    Hi Taylor, 

     

    The end goal is to show the full resolution time for tickets created since a date (in this case June 26th and before some date). Using the full resolution time by itself doesn't give an accurate picture because some of these tickets may not be resolved (and once they are resolved the resolution time will change). So is there a way to filter a report so that no dates when there are still open tickets are included?  I hope that makes sense! 

     

     

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Mark, 

    So I talked with one of my specialists on this, and she suggested it would likely be easier to filter tickets that have been resolved and require less of a lift on your end. Would this solution work for your needs?

    Bestr regards. 

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  • fellownarrator

    First Resolution time would still include things like Agent Wait Time and On Hold Time...and I am assuming if we create a formulate to subtract those two numbers, those wouldn't be as of the First Resolution time, but as of the entire lifecycle of the ticket, so they would artificially deflate the number.  Are there either metrics or formulas for "First Agent Wait Time" and "First On Hold Time"?

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  • Mark Leci

    Hi Devan - Community Manager,

     

    Unfortunately in this case that doesn't really work.That's ok, I will just try to compare against other reports to see if we still have open tickets. I appreciate the effort! 

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