Explore recipe: Reporting chat first reply time by brackets

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  • Yannick Berkhout


    I am using the full resolution time brackets attribute which automatically consists of 0-5 hrs, 5-24 hrs, 1-7 days, 7-30 days and >30 days. Now I have managed to group together 0-5 hrs, 5-24 hrs and 1-7 days as 0-7 days.

    But is it also possible to create custom time brackets, for example: 0-5 days, 5-20 days, 20-40 days and <40 days?

  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Hi Yannick Berkhout - You could absolutely create custom time brackets by creating a Standard Calculated Attribute using this formula:

    IF (VALUE(Full resolution time (hrs)) <= 24*5) 
         THEN  "0-5 days"
    ELIF (VALUE(Full resolution time (hrs))>24*5 AND VALUE(Full resolution time (hrs)) <= 24*20) 
       THEN  "5-20 days"     
    ELIF  (VALUE(Full resolution time (hrs))>24*20 AND VALUE(Full resolution time (hrs)) <= 24*40)
       THEN "20-40 days"
    ELIF  (VALUE(Full resolution time (hrs)) > 24*40) 
       THEN   ">40 days"
    ELSE  "Unsolved"

    Hope that helps!

  • Amanda Dib


    Is there a metric displaying real-time data rather than time intervals (such as 0-15, 15-20) for chats?

  • Noly Maron Unson
    Zendesk Customer Care

    Hi Amanda,

    For Enterprise plans and above, you can use Live data widgets. The data in these widgets updates in near-real time.

    Hope this helps.


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