Explore recipe: First assignment to first resolution time

Return to top
Have more questions? Submit a request

10 Comments

  • 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?

    1
  • 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!

    0
  • 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!

    0
  • Chris Bulin
    Community Moderator

    You're welcome!

    0
  • Marta Jacuk-Zurak

    Hi,

    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.

    Thanks

    0
  • 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

    0
  • Tina Yates

    All good information in this article. I'm wondering is there a way to find time between a second or third assignment to resolution? thanks

    0
  • Marco Malbas
    Zendesk Customer Advocate

    Hi Tina,

    Thanks for getting back to us. At the moment, there would be no way to natively do this in Explore aside from maybe doing a custom metric. However, checking on this I still have not been able to find any leads. We have articles on tracking ticket assignments, number of reassignments, and the duration of time for each assignee, though nothing that would relate it to the ticket being solved being that assignee and status would be two separate fields. I would suggest posting this as a feature request though, I'm sure there would be use cases where this would be useful. https://support.zendesk.com/hc/en-us/community/topics/360001200913--Feedback-on-Explore-

    Hope this helps! Cheers!

    Marco M. | Zendesk Support

    0
  • Tina Yates

    Thanks Marco Malbas,  can you please direct to me the article that would relate to "the duration of time for each assignee", I'm not having success in finding it.

    0
  • Marco Malbas
    Zendesk Customer Advocate

    Hi Tina, you may check this article here. The example on this article would for the the group field, but you can change it to look at the assignee field instead by changing "group_id" to "assignee_id". However, this would require you to set the exact IDs of the assignees in the custom metric. https://support.zendesk.com/hc/en-us/articles/360034119833-Explore-recipe-Reporting-on-the-duration-of-fields

    Cheers!

    Marco M. | Zendesk Support

    0

Please sign in to leave a comment.

Powered by Zendesk