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Explore recipe: How to report on first reply time in Zendesk



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Ricardo Pinto

Zendesk Digital Resources Team

Edited Jan 29, 2025


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73

73 comments

Can someone tell me, why is the calculation is different result when I put "assignee" in the row?

 

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Alex Zheng

Zendesk Customer Care

Hey ARIYA,
 
By moving assignee to row you are changing the calculation slightly. When it is in the filters section it is finding the total average first reply time however once it is added to the rows section it is now getting the average first reply time of each assignee and then getting the average of those averages.

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Alex Zheng -

You get a gold star for this - I was scratching my brain for an answer to this for most of the day.

Cheers,

Brandon

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Daniel Cox

Zendesk Luminary

Hi All, 

Can anyone help me split out the First Reply Time results in more detail?

The default results appear to be: "no reply", 0-1 hours, 1-8 hours, 8-24 hours and then >24 hours.

I would like the reply to match our SLAs (first response within 72 hours) a little closer - So show additional time frames? I.e. 1-8, 8-24, 24-48, 48-72 and >72 (for example).

I read various articles and played around with calculations - I couldn't work it out.

Anyone?

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Noly Maron Unson

Zendesk Customer Care

Hi Daniel,

You can use the formula below to create a Standard calculated attribute

IF (VALUE(First reply time (min)) <= 60) 
THEN "0-1 hrs"
ELIF (VALUE(First reply time (min))>60 AND VALUE(First reply time (min)) <= 60*8) 
THEN "1-8 hrs" 
ELIF (VALUE(First reply time (min))>60*8 AND VALUE(First reply time (min)) <= 60*24) 
THEN "8-24 hrs" 
ELIF (VALUE(First reply time (min)) > 60*24 AND VALUE(First reply time (min)) <= 60*48) 
THEN "24 - 48 hrs" 
ELIF (VALUE(First reply time (min)) > 60*48 AND VALUE(First reply time (min)) <= 60*72) 
THEN "48 - 72 hrs" 
ELIF (VALUE(First reply time (min)) > 60*72)
THEN ">72 hrs" 
ELSE " No replies" 
ENDIF

Hope this helps.

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Hi all!
I'm wondering if we have a similar metric for the talk dataset or if there's a formula we can use to achieve it?


I see there is the call wait time metric, but this includes the whole routing in queue between agents. What I'm looking for is a way to isolate the segment specifically for Agent X.

Example of the report:
Metrics:
Count Calls
Call Wait time (sec)
Rows:
Call Agent

When we see a value of "X" for Agent A in the Call Wait Time (seconds) metric, it appears to include the entire routing process between agents, including those who did not answer the call.

Is it possible to obtain only the time it took just for Agent “A” ?

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Daniel Cox

Zendesk Luminary

Hi Noly Maron Unson, thank you for this. We will run some tests to see if we can get this working.

Can the same also be done for the First resolution time?

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can we count FRT on Reopen Chat?

 

how the formula to make that?

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Hi Team, 

I am new to Zendesk Explore and I am trying to create a FRT SLA report where I want to show all the chats responded within 1 min should show achieved% and after 1 min should show breached%.
Can someone help me on this?

Thanks in Advance

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Gabriel Manlapig

Zendesk Customer Care

Hi Himanshu,

You can create a report under the Chat: Engagement dataset and created a standard calculated attribute for this Chat SLA timing report. 
 
For reference, please see the sample formula below:

IF VALUE(Chat first reply time (min)) <= 5
THEN "Achieved"
ELSE "Breached"
ENDIF

In this example, I use less than or equal to 5 minutes, but feel free to adjust depending on your preferred timing in your case <= 1.

And the result will show as:


In order to see the Achieved% and Breached%, you need to adjust the report, remove the attribute Ticket ID, and replace the metric from SUM (Chat first reply time) to COUNT (Chats).

After this, you just need to use the Result path calculation under Calculation manipulation and select the pattern % of total on columns.

And the result will show as:

And the report will show you an 80% achieve and a 20% breach rate for the Chat SLA. These articles may also be noteworthy to you and is found below:

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I'm trying to create a report that shows the average time per assignee for first assignment until first reply

I will neither confirm nor deny that I have fought with Explore for most of the day to attempt to get this created with several different paths all with no success (although I did have the opportunity to see a few different variations of Explore errors). 

 

Has anyone performed this query before and have a snazzy way of reporting on it?

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Hello Team,

I'm trying to create a report that shows the average waiting time of our users for the previous week, including both tickets that have received a first reply and the unassigned tickets still waiting for one.

 

I was initially just using MED(First reply time (hrs)) but the result wasn't including the waiting time for unassigned tickets created by users that were still waiting for the first reply.

 

I'm looking for guidance on how to include in a report, the waiting time for unassigned tickets without a first reply, and if possible, how to combine this with the median first reply time for answered tickets.

 

Thank you.

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Hi,

 

Looking for help creating a custom metric to understand how long it takes us to call back when a voicemail is left. Our tickets that ended in voicemail are using the Ticket Tag “voicemail” so I'm using that as a filter.

 

How can I calculate the # of minutes between the time that the call started, and when the first outbound call on the ticket was initiated?

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