Percentage of open tickets with last public comment by agent > x days.

3 Comments

  • Amy Dee
    Comment actions Permalink

    Hi Oliver! You're correct - this sort of report will take multiple custom metrics. There are two main challenges for a recipe like this:

    Locking the logic: the default "ticket age" metrics find the number of days between "today" and Date (Ticket Created). The creation date doesn't change, so the logic is relatively simple. You'll need to use the same template, but use Date (Event) instead. Since one ticket can have any number of events, this gets more difficult. You'll need to reliably lock down the type of event you're looking for.

    Dealing with nulls: how do you want to handle tickets that have not had any public agent comments? Do you want to count them, since they still need a response? Or do you want to exclude them, since you're looking for the days since the last reply? It can be tricky to deal with null values in metrics, especially in a recipe like this. It will be important to figure out how and where you need to count them before you get too far into the report.

    Since this type of report can get very complicated, I'd like to move this to a ticket. That way, we can go over your drafts and examples in more detail. 

    Watch for my email, and happy reporting!

    0
  • Joshua Bentley
    Comment actions Permalink

    @Amy - I'm trying to do something very similar to what Oliver is doing. I want to create a dashboard that will allow my agents to see how they're doing in getting back to customers within 8 business hours when the ticket is Open. Would it be possible to get a ticket started for me as well?

    0
  • Amy Dee
    Comment actions Permalink

    Hi Joshua! It sounds like you have a slightly different goal. Ticket age metrics find the number of calendar days between "today" and another date. Age metrics can't return results in business hours.

    Instead, I recommend using SLAs. SLAs allow you to set reply time targets in business hours. You can display upcoming targets in a view, so agents can prioritize their work. You can also set up SLA dashboards measuring SLA successes by agent and target. 

    Here's an article to get you started: Defining and using SLA policies

    I hope this helps! Happy reporting!

    0

Please sign in to leave a comment.

Powered by Zendesk