How to calculate agent wait time for each assignee


  • Dennis Lynn
    Zendesk Customer Advocate

    Hey Kasi,

    Great question! This all depends on what you mean by "Queue". If you are talking about tickets appearing in a view for L2 and L3, this may be difficult to report on. You would need to try to create a metric that includes tickets that meet the same parameters as the view you are looking at, which may be challenging depending on the parameters (reporting on ticket fields may be easier than reporting on tags, for example). 

    If you are just looking for the time a ticket spent in the hands of a specific group, you may be able to do so by measuring the time between the two group-changing events. You would have to build your metric using the Events model, but again it is certainly possible. 

    Good luck, and happy reporting!


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