Analyzing your Support activity with Explore

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6 Comments

  • Mike Sanchez
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    Under Efficiency tab reports and Tickets by first reply time brackets, what does No replies pertain to specifically?

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  • Brett - Community Manager
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    Hey Mike,

    No replies will account for any tickets that have not had a first reply time applied yet. This could be new tickets in your account that haven't been viewed by the agents quite yet.

    Let me know if that doesn't make sense.

    Cheers!

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  • Mike Sanchez
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    Hi Brett - Community Manager,

    While playing with the CSV extracts, I noticed the same is true when it comes to tickets that were closed by merge. They are marked as solved/closed while not having a first reply time applied. Do you think these tickets are also being counted in the report under the Efficiency tab?

    Thanks!

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  • Brett - Community Manager
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    Hey Mike,

    Merged tickets with no response would have a null value since no first reply time was fulfilled in the ticket. Those would also show up under this No Replies metric as well.

    Let me know if there's anything else I can assist with!

    1
  • Jón Andri
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    On the SLA section, https://support.zendesk.com/hc/en-us/articles/360041487414-Analyzing-your-Support-activity-with-Explore#topic_d5h_ybj_z3b

    The image shows 100% SLA achievement rate, but also 21 achieved tickets and 2 breached tickets. How does that add up in the calculations? I would assume we are looking at ~91% achievement rate as

    21/(21+2) = ~91%

    Even if we add SLA active tickets, and 2 of them breached to this calculations we would get achievement rate as

    (21+7)/(21+2+9) = 87,5% 

    Can you please elaborate more on how the SLA rate is calculated?  
    -we have similar "strange" calculations in our SLA achievement rate which we can not confirm.

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  • Devan
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    Hello Jon,

    The article below breaks down how SLA is calculated and goes into depth a bit more on the topic in general. This should answer your question but if you have further questions please don't hesitate to ask. 

    Defining and using SLA policies (Professional and Enterprise)

    Best regards. 

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