In this Explore recipe, you'll learn how to create a query to report on the average time between a ticket first being assigned to its first resolution time. Keep in mind this query is based on the time between ticket updates, not agent time spent working on each ticket update. If you require that information, check out our article Time Tracking app: metrics you need to be measuring.
What you'll need
Skill level: Moderate
Time Required: 20 minutes
- Zendesk Explore Professional
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
Creating the query
To create the query
- In Zendesk Explore, click the query () icon.
- In the Queries library, click New query.
- On the Choose a dataset page, click Support > Tickets > Support: Tickets, then click New query. Query builder opens.
- Now, create a standard calculated metric to show the time between first assignment to first resolution. Click Calculations (), then click Standard calculated metric.
- On the Standard calculated metric page, enter or paste the formula below into the Formula field. Add a name for the metric like First assignment to first resolution time. It will look like the screenshot below:
VALUE(First resolution time (days))-VALUE(First assignment time (days))
- In the Metrics panel, click Add.
- From the list of metrics, choose Calculated metrics > First assignment to first resolution time (the metric you just created), then click Apply.
- Ensure the metric aggregator for First assignment to first resolution time is set to AVG (see Choosing metric aggregators).
- In the Rows panel, click Add.
- From the list of attributes, choose Assignee > Assignee name, then click Apply.
- Click the Assignee name attribute you just added and exclude NULL from the results.
- From the Chart configuration () menu, click Display format.
- On the Display format page, change AVG(First assignment to first resolution time) to Custom. Then make the following changes:
- Decimal place: 1
- Suffix: days
You could also add a date filter to the report by using the information in Editing dates and date ranges.
The query is now complete. See the screenshot below as an example.