Explore recipe: First assignment to first resolution time

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  • Jason Harlowe

    Is there a calculated metric or formula to get this result in business days vs calendar days? I have tried the following:

    VALUE(First resolution time - Business hours (min))/1440

    But am not sure if that will net the result for Business Days?

  • Chris Bulin
    Community Moderator

    Hi Jason, First resolution time - Business hours (hrs) looks like this:

    VALUE(First resolution time - Business hours (min))/60

    so if you wanted by day, then yes that calculation should work. You can view the formula for any metric that has the eye icon listed with it. Just click on the eye and it will open the formula for that metric.

    Assignment time doesn't have a Business Hours option however, so if you try combining the two in this formula I don't think you would get accurate results. 

    Hope that helps!

  • Jason Harlowe

    That makes sense indeed, we are using created time vs assignment time, so I think we will be solid there.

    I appreciate the info on the formula and quick response Chris Bulin!

  • Chris Bulin
    Community Moderator

    You're welcome!

  • Marta Jacuk-Zurak


    Is it possible to get the First Resolution time as a date? I would like to see all tickets that were first-time solved within the last 7 days.


  • Matt
    Zendesk Customer Advocate

    Hi Marta Jacuk-Zurak

    That's a great question! I was trying to find a way to build this in a custom attribute with the current options available in Explore. But unfortunately we would require an option similar to MIN/MAX previously in Insights.
    The good news is, that we are currently working on adding that option to Explore and are planning to release it in the upcoming weeks. So make sure to follow our announcement page to be informed when this comes - Zendesk Announcements


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