| Announced on | Rollout on |
| November 1, 2023 | October 31, 2023 |
This announcement includes the following topics:
What’s changing?
We are introducing new metrics in the Zendesk Messaging prebuilt dashboard and Messaging tickets dataset to provide insights into first reply time.
Updated KPIs on the First reply time tab
First reply time drill down
First reply time drill down by group
Why is Zendesk making this change?
Providing timely response to customers is important for an excellent customer experience. These new metrics will help the workforce managers drill down into first reply time and resolution time to identify problems such as:
- Insufficient staffing which results in a conversation remaining in the queue for a long time, using the First offer time metric.
- Low-performing agents not picking up work in a timely manner and letting it get reassigned. This results in messaging tickets spending a long time in the queue. The First offer to assignment and % Acceptance rate metrics will help identify this problem.
- Agents not releasing their capacity, which is indicated by the Handle time metric released in July.
- Agents handling too many conversations, increasing their Assignment to first reply metric.
What do I need to do?
The new metrics are already available as part of the Zendesk Messaging prebuilt dashboard and Messaging tickets dataset in your account. You don’t need to take any action to enable them.
To learn more about the changes to the dashboard, see Analyzing your messaging tickets. To dig deeper into the new metrics, see Metrics and attributes for Zendesk messaging.