This recipe shows you how to create a report that tracks your agents first reply time bracket for chats and engagements
What you'll need
Skill level: Beginner
Time required: 10 mins
- Zendesk Explore Professional or Enterprise
- Zendesk Chat Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Chat data in Zendesk Support
Creating the report
To create the report
- In Explore, click the reports icon ().
- In the Reports library, click New report.
- On the Select a dataset page, click Chat > Chat - Engagement dataset, then click Start report. Explore opens a blank report.
- In the Metrics panel, click Add.
- From the list of metrics, choose Chats > Chats, then click Apply.
- In the Rows panel, click Add.
- From the list of attributes, choose Chat brackets > Chat first reply time brackets, then click Apply.
The finished report now shows chats grouped into brackets based on the corresponding agent first reply time.
You can also achieve the same for chat engagements, using Engagements as the metric and Engagement first reply time brackets as the attribute:
Chat engagements are essentially the segments of a chat and measure specifically when an agent interacts with a chat. For example, when a chat has been served by two agents, it will result in two chat engagements.
Enhancing your report
In this example, you'll use a group attribute to combine multiple brackets into a single, larger bracket.
To create and use a group attribute
- Create a group attribute by following the steps in this article.
- Add the required brackets to a new group. For example, you can add “0-15 sec” and “15-30 sec” in a group and name it “Under 30 sec”.
Replace the Chat first reply time brackets attribute with the group attribute you just created. You'll now see the newly defined brackets
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?
Hi Yannick Berkhout - You could absolutely create custom time brackets by creating a Standard Calculated Attribute using this formula:
Hope that helps!
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