Explore recipe: Reporting on full resolution time

Return to top
Have more questions? Submit a request

44 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. 

    0
  • 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!

    0
  • Tiffany Miller

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

    0
  • 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)? 

    0
  • 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, 

    0
  • 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! 

     

     

    0
  • 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. 

    0
  • Punit Dadlani

    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"?

    0
  • 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! 

    0
  • Alon Eidelman

    Hi.

    We are really struggling with building the metric as described.
    Our goal is to create a report that presents the number of days a ticket is open and under our company's responsibility (calculate the resolution time without the pending in days).

    Example: New Ticket (1 Business Day), Open (5 Business Days), Pending (10 Business Days), and Open again (1 Business Days) and Solved. I'm expecting to see 7 days in total.

    Currently, the results are unreliable.

    Please advice. 
    Thank you

    0
  • Graeme Carmichael
    Community Moderator

    Alon

    Sounds like you are describing the built in metric, requester wait time.

    https://support.zendesk.com/hc/en-us/articles/360000886627-About-native-Support-time-duration-metrics

    1
  • Alon Eidelman

    Graeme Carmichael This is actually what we did but the results are not reliable. 
    It should count (according to my understanding) the time we handled the ticket without the pending hours/ days. But when we manually checking the results, the numbers are wrong.
    I could not explain the reason why and it doesn't make sense that we are the only one that noticed it.

    0
  • Graeme Carmichael
    Community Moderator

    Alon

    You may need to raise a support ticket to look into a specific ticket.

    However, metrics such as Requester Wait Time are not updated real time with every data export to Explore. 

    The native duration metrics are not live counters, instead, they measure time duration between specific events. Support computes the time difference between two event timestamps and adds the results with the following behaviors:

    • The new metric value is recorded on the ticket only after the specific events take place.
    • The metric’s value will appear as null until two required events occur at least once. 

    So if your ticket is Solved or Closed, you can look back and see the metric values and they should reflect the journey of your ticket.

    But a ticket sitting at open will not show as counting towards the Requester Wait Time until the ticket status changes. When the status is updated to Pending or Solved, then the metric is updated. I suspect that is the issue you are seeing.

    Does that sound it fits with your data?

     

    0
  • Graeme Carmichael
    Community Moderator

    Matt gives some guidance on a workaround in his comment here.

    0

Please sign in to leave a comment.

Powered by Zendesk