Explore recipe: Reporting on first reply time

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54 Comments

  • Jason McLean

    Hi team, 

     

    Is someone able to assist with how to create a query that will use the first response time (not business hours) and filter it to only the weekend (Saturday/Sunday) by month?  I am trying to see what happens to the FRT over the weekends only since we don't have the same number of agents on during this time. 

     

    I was imagining it would look something like this 

    Ticket solved month       FRT (hrs)

    Jan                                 3

    Feb                                4

     

    Thanks, 

     

    Jase

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  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi Jason McLean, you should be able to get the report you're looking for with the following setup:

    1. In the Metrics panel, expand Duration between events - Calendar hours (hrs) and add First reply time (hrs).
    2. In the Rows panel, add Ticket created - Month.
    3. In the Filters panel, add Ticket created - Day of week.
    4. Click the filter you just added and select only Saturday and Sunday.
    1
  • Prakriti

    Hi there,

    I am trying to report on the first reply time. How can we calculate it if the same ticket gets assigned to Tier 2 and I would like to calculate the time they took to respond to the ticket vs the initial first reply from the Tier 1 group?

    Thank you,

    Prakriti

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  • Giuseppe
    Zendesk Customer Care

    Hi Prakriti,

     

    The native First Reply Time only calculates the time between ticket creation and the first reply, so it may not be possible to use it to get a First Reply Time from another group. By default, there is no way to track second or third reply time - Is it possible to track 2nd or 3rd reply time in Explore?

     

    This has also been raised as a feature request. I recommend voting/replying to this thread to gain traction - Calculating First Update Time after ticket was re-assigned to another group Follow

    This might require custom metrics/attributes to create, but I recommend checking Time Tracking App to see if it will fit your needs. Here are some resources:

     

    Setting up the Time Tracking app

    Time Tracking app: metrics you need to be measuring

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  • Melyssa Furt

    What's the difference between using Tickets solved -  Week of year vs. Ticket Created - Week of year. What does week of year mean? Is there a list somewhere defining in detail the attributes?  

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hey Melyssa Furt

    Tickets Solved is going to filter or chart based on when the tickets were moved to a solved status, vs Ticket Created which looks at when the tickets were created originally.  In either case, week of year refers to the numeric value corresponding to the week of the year (with the first week of the year being represented by the number 1, and the last week of the year being represented by 52*).

    So, if I created a new request the 1st week of the year and it was solved 2 weeks later, Ticket Created - Week of Year would be 1 and Ticket Solved - Week of Year would be 3*.

    * Note - If the end of the year falls in the middle of the week, it is possible to see week 53. 
    * Note - If a ticket is reopened and re-solved, the solved date will move to the more recent date

    More Information can be found here and here.

    Hope this helps!

    Brandon

    -1
  • Joe Keville

    Hi, 

    We use the assign function to distribute tickets.

    I want to be able to measure our agents first reply time from when we assign the ticket to them rather than when the ticket was first created.

    Example if a ticket comes in at 12pm and we assign the ticket to the agent at 1pm and the agent responds at 2pm the first reply time should be measurable as 1 hour even though the customer has been waiting officially 2 hours for a first reply.

    Is there something I can use to show this ?

    Thanks

    Joe 

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  • Gab Guinto
    Zendesk Customer Care
    Hi Joe,
     
    You can create a custom metric that will calculate the difference between the values from the default metrics First assignment time and First reply time. Example:
    VALUE(First reply time (min))-VALUE(First assignment time (min))
    This should return the number of minutes from when the ticket was first assigned to the time the first agent response was posted.
     
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  • Joe Keville

    Thank You Gab, if I want it to only calculate inside business hours not calendar hours what would I need to include in the formula ?

    Joe

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  • Gab Guinto
    Zendesk Customer Care
    Hi Joe,
     
    There's a default metric for First reply time in business hours which you can reference in your custom metric formula, but I'm afraid the metric First assignment time is only measured in calendar hours, so it wouldn't be possible to get accurate results that takes into account your business hours. 
    1
  • Does it make more sense for the X-axis (columns) to be based on the first assigned date vs. when the ticket was solved? If it's based on when the ticket is solved, it gives a false impression of how your agents are performing for that month.

    For example:

    • A ticket is created on May 15 at 3:00PM.
    • An agent responds to the requester on May 15 at 4:00PM.
    • The ticket is solved on June 1 at 12:00PM.

    In the example above, the First Reply Time should be reflected for the month of May. But if it's based on when the ticket is solved, it's going to be reflected in the month of June. 

    1
  • Gab Guinto
    Zendesk Customer Care
    Hello,
     
    Yes, I agree, that makes sense. If you need the first reply time data to be sliced by when the ticket was first assigned, then instead of the solve date, you may slice the report by the attributes under Time - Ticket first assigned bucket. There's a native attribute under the Tickets dataset named Ticket first assigned - Week of year
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  • Jason McLean

    Does anyone know of a way that I can create a report of the average first response time by the hour of the day? Then a separate report by day of the week? We are trying to see when we are least responsive so we can make a plan to resource it. 

     

    Basically, I would like to replicate these reports but using the first response time instead

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  • Dave Dyson
    Zendesk Community Manager
    Hi Jason!
     
    You can do this pretty simply, by choosing First reply time (min) as your metric, adding Ticket created - Day of week to Columns and Ticket created - Hour to Rows, and selecting the table format if that's not automatically chosen for you.
     
    If you want to get some fancy color-coding for each number, you can adapt this recipe, substituting the above metric and attributes: Explore recipe: Ticket creation heatmap
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  • Jason McLean

    Thanks, @... appreciate the assist

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  • Dave Dyson
    Zendesk Community Manager
    Glad I could help, Jason!
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  • CJ

    What does Zendesk suggest in the event that on average, tickets take longer than a week to solve out? I'm getting back results that my agents had no FRTs using "tickets solved last week", which isn't right. I don't want to report on a bigger window of time, I really do want to know the FRT performance of agents "last week" still though. 

    By the same token, if I use "tickets created" metric instead, the problem becomes that if it takes longer than a week for a ticket to get an FRT, then it's never included in reporting. This is super bad because then you have tickets slowly building up to a huge FRT hiding from you that never get included in the reports. 

    I also know I should not use "tickets update" which includes all tickets that had a LAST update during the time frame specified. This leads to tickets that had an FRT 2 weeks ago that just got a fresh update today, to be re-included in the FRT report this week as well as 2 weeks ago. That's not a good method either. 

    1
  • Judy Correia

    We have the same situation as Drey Tee above (comment dated Apr 27, 2021). I'm looking for a way to combine the first reply time report defined in this article with this first reply time report that shows who made the first reply (found here). An accurate first reply should be attributed to the agent that provided the first reply/external comment, not the agent currently assigned. The latter arbitrarily assigns first reply, and could make others look better/worse if they take on tickets initially replied to by someone else who provided the better/worse first reply time.  

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  • Dane
    Zendesk Engineering
    Hi Judy,
     
    Unfortunately, it will not be possible to combine the two for they are from two different datasets. You can also refer to the recommendation on this post. As much as we wanted to help, custom metrics creation is outside our scope.
     
     
    -1
  • CJ

    I’m happy to post how to do this.

    To get an FRT on the updates dataset, we’ll need to make 2 custom metrics. One to get the timestamp of when the reply happened, and one to calculate that against when the ticket was created, to get the number of hours or minutes.

    The first one:
    I call mine “FRT Timestamp”  and it needs to be a made an attribute formula
    IF ([Comment present]=TRUE

    AND [Comment public]=TRUE

    AND [Updater role] = "Agent"

    AND DATE_FIRST_FIX([Update - Timestamp],[Update ticket ID],[Comment present],[Comment public],[Updater role])=[Update - Timestamp])

    THEN [Update - Timestamp] ENDIF



    Then, we need to make a new Metric formula:
    I call mine “FRT(hrs)”:

    DATE_DIFF([FRT Timestamp], [Ticket created - Timestamp], "nb_of_hours")




    You can change that last one to “nb_of_min” if you need it in minutes. Apply that to your report, and use the “Updater Name” to get the name of the agent who made the comment!

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  • Kristin Bouveng

    CJ this is awesome! 

    Do you know if it's possible to also add business hours calculations to that? So it calculates the business hours as opposed to the calendar hours.

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  • PAUL STRAUSS

    On a related note, we have an SLA for the amount of time that passes between a voicemail being left and the first response from an agent. Can anyone think of a good Explore recipe for this?

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  • Dave Symonds

    Hi - is there anyway to report on the first time an agent opened a ticket and use it to calculate the time from opened to replied?

     

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  • Anne Ronalter
    Zendesk Customer Care
    Hello Dave,

    "First reply time is the time between the ticket creation and the first public agent comment on the ticket."

    More details can be found here:
    What is the difference between first reply time and requester wait time metrics? 

    In terms of the Agent opening a ticket, it might be interesting for you to use the Time Tracking App and report with that. 
    You can then use the Metrics shown here to report on it:
    Time Tracking app: Metrics you need to be measuring



     

     

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