What is the difference between first reply time and requester wait time metrics?

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  • James Atto

    One layer this article doesn't address is if Requester Wait Time is (1) the TOTAL time the ticket spends in these statuses (1a) until full resolution?  or (1b) between Agent responses?


    Does anyone have the answer for this? 

  • Devan - Community Manager
    Zendesk Community Team

    Hello James Atto,

    The following article below should define how our reporting system measures this internally and for your data reporting needs.

    About native Support time duration metrics

    Best regards. 


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