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

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17 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 ?

    1
  • 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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  • Dale Demerre

    Why does First reply time not capture on an agent creating 'Proactive ticket' for a client? why do they still need to create a 1st reply for a ticket they created,  shouldn't that be automatically expressed as a first reply?  agents get a hit on 1st reply metric even if they made the ticket for a client. 

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  • Venn Villanueva

    Hi Dale Demerre, that's because the Zendesk first reply time metric measures the time between ticket creation from an end-user and the first public agent comment after that.

    More information can be found here, How first reply time is calculated.

    Hope this answers your question. Thanks!

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  • Daniel McMillen

    How do I create a report similar to the default query "Efficiency: Tickets by first reply time brackets" but instead of showing the first reply time overall I would like to see the first reply time for my business hours? I have tried using the first reply time business hours filter but it seems to show averages etc as opposed to the percentage like the original query.

    I would like to see a percentage of reply times based on my business hours like the report below. For example, in this image, the 8-24h and 24h+ filter is including tickets that have come in outside of operating hours.

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  • ervin jason

    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, Alight Motion Mod Apk, video editing app support pulled First Reply Times from 2019, would the schedule be applied to it after the fact? 

    1
  • Gab Guinto
    Zendesk Customer Care
    Hi Daniel,
     
    If you need to have FRT brackets that are measured in business hours, then you need to create a custom attribute similar to the default First reply time brackets. If you look at the formula of the default attribute –

    – you'll see that it references the FRT metric in calendar hours. You can copy the formula, and replace these with the business hour metric for FRT.

    You can use your custom attribute in your queries if you need the FRT brackets to be based on business hours.
    1
  • Gab Guinto
    Zendesk Customer Care
    Hi Ervin,
     
    New schedules won't affect the historical data and won't be applied on older tickets. Ticket metrics like First reply time recorded on tickets won't be adjusted/changed when you create a new schedule - it will only apply on tickets and our ticket data moving forward.
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  • ervin jason

    Hi Gab,

    Thank you for clarifying it.

    New schedules won't affect the historical data and won't be applied on older tickets.

    Okay. I understand.

    Ticket metrics like First reply time recorded on tickets won't be adjusted/changed when you create a new schedule

    Got it.

    it will only apply on tickets and our ticket data moving forward.

    You lost me on this one. What does it mean? You said 'New schedules won't affect old tickets in any way, shape or form, that's how I understood it. Then you're saying it will apply on tickets and 'our ticket data'. This needs a bit of clarification.

    Thanks

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  • Gab Guinto
    Zendesk Customer Care
    Hi Ervin,
     
    Sorry if that wasn't clear. Yes, old tickets and the metrics that were already recorded on those tickets won't be affected. New schedules will only apply moving forward to newly submitted tickets, and to metrics that have yet to be recorded on ongoing conversations/tickets. 
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  • ervin jason

    Yes, old tickets and the metrics that were already recorded on those tickets won't be affected. New schedules will only apply moving forward to newly submitted tickets, and to metrics that have yet to be recorded on ongoing conversations/tickets.

    This makes it much clearer. Thank you!

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  • Hinna

    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, Alight Motion Mod Apk, video editing app support pulled First Reply Times from 2019, would the schedule be applied to it after the fact? 

    ervin jason Is Alight Motion Mod Apk safe to use?

    -1

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