Explore recipe: First assignment to first resolution time

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12 Comments

  • Jacuk-Zurak, Marta

    Hi,

    Is it possible to get the First Resolution time as a date? I would like to see all tickets that were first-time solved within the last 7 days.

    Thanks

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  • Matt

    Hi @...

    That's a great question! I was trying to find a way to build this in a custom attribute with the current options available in Explore. But unfortunately we would require an option similar to MIN/MAX previously in Insights.
    The good news is, that we are currently working on adding that option to Explore and are planning to release it in the upcoming weeks. So make sure to follow our announcement page to be informed when this comes - Zendesk Announcements

    -1
  • Tina Yates

    All good information in this article. I'm wondering is there a way to find time between a second or third assignment to resolution? thanks

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  • Marco Malbas
    Zendesk Customer Care

    Hi Tina,

    Thanks for getting back to us. At the moment, there would be no way to natively do this in Explore aside from maybe doing a custom metric. However, checking on this I still have not been able to find any leads. We have articles on tracking ticket assignments, number of reassignments, and the duration of time for each assignee, though nothing that would relate it to the ticket being solved being that assignee and status would be two separate fields. I would suggest posting this as a feature request though, I'm sure there would be use cases where this would be useful. https://support.zendesk.com/hc/en-us/community/topics/360001200913--Feedback-on-Explore-

    Hope this helps! Cheers!

    Marco M. | Zendesk Support

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  • Tina Yates

    Thanks Marco Malbas,  can you please direct to me the article that would relate to "the duration of time for each assignee", I'm not having success in finding it.

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  • Marco Malbas
    Zendesk Customer Care

    Hi Tina, you may check this article here. The example on this article would for the the group field, but you can change it to look at the assignee field instead by changing "group_id" to "assignee_id". However, this would require you to set the exact IDs of the assignees in the custom metric. https://support.zendesk.com/hc/en-us/articles/360034119833-Explore-recipe-Reporting-on-the-duration-of-fields

    Cheers!

    Marco M. | Zendesk Support

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  • Antoine Baudoin

    Hello, can you please tell me if these KPIs are based on business hours or not? Thanks in advance

     

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  • Gab Guinto
    Zendesk Customer Care
    Hi Antoine,
     
    The calculation is based on calendar hours. There's a business hours metric for resolution time, but the first assignment time in Explore is measured only in calendar hours, so I'm afraid there's currently no option to get an accurate calculation of first assignment to resolution in business hours. But, you can modify the formula above and reference the business hours metric for First resolution time, but just note that the value of First assignment time in the metric calculation won't take into account your business hours/schedule. 
    1
  • How is this different from "Last assignment to resolution time (hrs)"?

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  • Dave Dyson
    Zendesk Community Manager
    Hey Allen,
     
    "Last assignment to resolution time (hrs)" would measure the time in hours from the last time the ticket was assigned to someone, to the time the ticket was resolved. This could happen if a ticket was escalated from one team to another, or one agent to another.
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  • Allen Lai / Head of CX @ Otter.ai

    Dave Dyson

    I'd like to calculate this by business hours, but the First Assignment Time metric does not have a business hours option. Is there a way to create a custom standard calculated metric to achieve this?

    Ideally, I'd like the formula to measure the true resolution time to be:

    VALUE(Full resolution time - Business hours (hrs))-VALUE(First assignment time - Business hours (hrs))-VALUE(Agent wait time - Business hours (hrs))
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  • CJ Johnson

    Is there any way to get this returned as a timestamp instead? 

    0

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