Does the first reply time reply take into account business hours?

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7 Comments

  • Rachel Johnsen

    Hey there, 

     

    I set our agent schedules for 9am - 5:30pm, however, but I arrived there was no schedule set. When I pull data from before the schedule was set, will the new schedule apply to it? 

    For example: if I set the schedule in 2020, but pulled First Reply Times from 2019, would the schedule be applied to it after the fact? 

     

    Thanks for your help,

    Rachel

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  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Hi Rachel - Unfortunately, there wouldn't be way to retroactively report on response times based on business hours before the Schedule was setup in Zendesk. However, you can definitely report on 2019 response times based on calendar hours. 

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  • Rachel Johnsen

    Thank you Chandra!

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  • Ryan Belcher

    I have seen a lot of articles mention the "First reply time - Business hours (min)." metric but I cannot seem to find that anywhere when creating a query. Has that been removed from the Explore tool?

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  • Dave Dyson
    Zendesk Community Manager

    Hi Ryan,

    You should be able to find that in the Support > Tickets dataset. If you start a new query, select the Supports > Tickets dataset, click to add a metric, enter "first reply" in the search box, and scroll down a bit, you should see it there:

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  • Anita Rajkumar

    First reply time business hours does it excludes the non business hours replies ?

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  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Anita Rajkumar Non-business hour replies would still be included. However, it would be calculated based on the number of business hours it took to reply.

    For instance, let's say your business hours are set to M-F 9am-5pm. 

    If a ticket was created on Saturday at 3pm and responded to on Sunday, Zendesk would report a first reply time of 0 business hours.

    However, if a ticket was created on Friday at 3pm and still responded to on Sunday, Zendesk would report a first reply time of 2 business hours (i.e. Friday from 3-5pm were considered within business hours).

    Hope that helps!

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