Explore recipe: Displaying tickets with a higher than average first reply time

What's my plan?

In this recipe, you'll learn how to do two things:

1. Calculate the average first reply time (the time between when a ticket is created and the first public comment on the ticket by an agent).
2. Create a second report showing tickets that exceed the average first reply time.

This recipe contains the following sections:

• What you'll need
• How to create the average first reply time report
• How to create the report showing tickets that exceed the average first reply time

What you'll need

Skill level: Intermediate

Time Required: 15 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving agents access to Explore)
• Ticket data in Zendesk Support

How to create the average first reply time report

In this first report, you'll create a report that returns the average first reply time for your agents.

To create the report

1. In Explore, click the reports ( ) icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
4. Next, add your metrics, the things you want to measure. In this case, you'll add the number of tickets created. In the Metrics panel, click Add.
5. From the list of metrics, choose Duration between events - Calendar hours (min) > First reply time (min), then click Apply. Explore displays the average first reply time in minutes for all tickets.
6. Now, you'll filter the report to display only the average first reply time for agents. In the Rows panel, click Add.
7. From the list of attributes, choose Assignee > Assignee role, then click Apply. Explore displays a table showing the average reply time in minutes for each role.
8. Click the Assignee role attribute you just added. In the Selected tab of the Assignee role panel, ensure only Agent is selected.
9. When you are finished, click Apply. Explore displays the average first reply time in minutes for all of your agents, in this case 26 minutes. You'll need this number for the next report.
   
10. Make sure to give this report a name and save it. You'll come back to it from time to time to adjust your average first reply time in the next report.

How to create the report showing tickets that exceed the average first reply time

In this second report, you'll report on tickets that exceed the average first reply time you discovered in the first report (in this example, 26 minutes).

To create the report

1. In Explore, click the reports ( ) icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
4. In the Calculations menu (), click Standard calculated metric.
5. On the Standard calculated metric page, enter or paste the following formula:
   

   IF (VALUE(First reply time (min))>26) THEN [Ticket ID] ENDIF

   (remember to replace "26" with your own average first reply time)
6. Enter a name for the formula like "Tickets with higher than average first reply time".
7. When you are finished, click Save.
   
   
8. In the Metrics panel, click Add.
9. From the list of metrics, choose Calculated metrics > Tickets with higher than average first reply time (the metric you just created), then click Apply. Explore displays the number of tickets with a higher than average first reply time.
10. Now, you'll add a few attributes to help you understand which tickets are getting slower first reply times. In the Rows panel, click Add.
11. From the list of attributes, choose Ticket > Ticket ID, Ticket > Ticket subject, and Assignee > Assignee name. Explore displays a table showing the ticket IDs, subjects and assignee names on any tickets that took longer than the average first reply time.
    

Continue to monitor your average first reply time. You'll probably need to adjust the formula in this report from time to time.