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Explore recipe: Reporting chat first reply time by brackets



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Eric Gao

Zendesk Customer Care

Edited Jun 21, 2024


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4 comments

Hi,

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?

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Chandra Robrock

Most Helpful - 2021Community Moderator

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"
ENDIF

Hope that helps!

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Hello!

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

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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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