Recent searches


No recent searches

Can I track second or third reply time in reporting?



Edited Jul 24, 2023


-2

4

4 comments

This seems like such an important metric to track? Are there any plans to add this metric into Explore? Surely every business needs to understand how quickly each email reply or live chat reply from a customer waits for a response from an agent? 

2


I agree, this is an important metric to be tracking. We can set up and SLA for Next Reply Time but yet have no quantifiable way of tracking NRT as an average for example.

0


image avatar

Pedro Rodrigues

Community Moderator

Hi everyone,

Here's a community tip with a method to calculate Next Reply Time for async channels by leveraging Support and Explore (and without having to depend on ticket status changes in the metric formula).

There are some limitations but I got pretty good results so far (in-depth analysis on my blog: external link).

Have fun!

0


Hi Pedro Rodrigues,

For escalated/transferred tickets, do you know if we can track the time between when the tickets are assigned to a new agent (post-escalation & transfer) to when the newly assigned agent sends their first response?

Thank you!

1


Please sign in to leave a comment.