Question

The default metric for the first reply time is in minutes or hours. Can I display first reply time in seconds?

Answer

Yes, you can create a calculated standard metric that shows the value of the first reply time in seconds. 

To create a standard calculated metric for first reply time in seconds

  1. In query builder, click the calculations icon () on the right sidebar.
  2. Click Standard calculated metric. The Standard calculated metric page opens.
  3. In the Name field, type a name for your new metric.
  4. In the Formula field, paste the code below. 
    VALUE(First reply time (min))*60
  5. Check Compute separately.
  6. Click Save. The metric is saved to the dataset you currently have loaded.

For more information about metrics and attributes for Zendesk Support, see the article:  Metrics and attributes for Zendesk Support.

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