First Resolution Time without time spent in Pending and On Hold

12 Comments

  • Nicole - Community Manager
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    Hi Edwin - 

    Great questions! Here are some answers for you: 

    1. Yes, First Resolution time is the time between a ticket being created and a ticket being solved for the first time. 

    2. It takes all statuses into account, so Pending and On Hold are both included in that number. 

    3. That part I'm not sure about. I"m going to see if I can get one of our Insights experts in here to help you out with that one. 

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  • Brad Ladwig
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    Hi Edwin,

    We did some testing and unfortunately, it doesn't appear to be possible to create a custom metric that can isolate the first solve timestamp and utilize that to calculate the duration of pending or on-hold time within that first solve time.  

    One alternative would be to use full resolution time with Agent wait time (pending) and On-hold time and then have a column for reopens so you can ignore any tickets that have 1 or more reopens. 

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  • Edwin Schukking
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    Hi Nicole and Brad,

    Thank you for your answers, this really helps.

    @Brad: We are using MS PowerBI for our reporting, where we are exporting a raw csv file from GoodData. So what we could do is run an export including the FRT, AWT, OHT and Re-Opens. In PowerBI we could then create a calculated column where when Re-Opens changes to 1 the value would become [FRT-(AWT+OHT)]. We have a daily export, so it would not be exact, but that might work. It is one of our KPI's, so I would not have the luxury of ignoring the tickets with more than 1 re-open. 

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  • Edwin Schukking
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    Hi,

    Not sure, but instead I might need to calculate the value when the number of re-opens of the ticket is still 0 (zero), the status is Solved and the value in the calculated column is NULL.

    Kind regards,
    Edwin 

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  • Viorica Pop
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    Hi Edwin, 

    We have the same problem here, we need to find out how much it took to solve the ticket for the first time excluding Pending status. Have you found a solution so far?

    Thanks,

    Vio

     

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  • Bruno Roy Contancin
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    Hello,

    We have the same problem here, we need to find out how much it took to solve the ticket for the first time excluding Pending status. Have you found a solution so far?

    Thanks.

    Bruno.

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  • Andrew Warner
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    I'm using the following metric, 

    SELECT AVG(Full resolution time in minutes - Agent wait time in minutesOn hold time in minutes)/1440 WHERE Text Field = Assignee AND Ticket Status <> Deleted

    It seems to do the job however I can't filter this calculation to a select time frame. For eg. I've created a report on all solved tickets per agent last month. The figures reported by this metric are the same if I change the reporting period to any previous month. 

    I guess this was too good to be true. 

    We see the amount of time a ticket is open to be the amount of time we are working on a ticket, therefore pending and hold times shouldn't contribute to resolution times for us. 

     

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  • Graeme Carmichael
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    Andrew

    As long as you use the attribute selector on the right hand side pane, you should be ok. 

    I believe that you are better dropping the Text Field condition from your metric. The resolution times relate to the ticket rather than the agent's that have been assigned to the ticket.

    You can then use:

    HOW

    • Month/ Year (Ticket Solved)
    • Ticket Assignee

    FILTER

    • Month/ Year (Ticket Solved) is the last XX months

     

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  • Syed Raza
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    Graeme Carmichael Why did you use 1440 in the query? sorry me being a bit thick here

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  • Andrew Warner
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    Not stupid at all. I am converting minutes into days :)

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  • Syed Raza
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    got it thanks. I only need hours so taken that part out. I require full resolution time minus customer pending/wait time (while we are waiting to hear back) so ticket in pending status and on-hold time (awaiting 3rd party).

    my query below however some of the times are coming in negative. cant be right.

    have i used the right matrics?

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  • Syed Raza
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    I just realised my mistake. it was looking at all tickets. open as well

    following should do :)

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