First reply time percentage by hour

5 Comments

  • Official comment
    Desiree
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    Hi Ben!

    You can find the Insights version of this report on the Efficiency tab under the "Time" section. It's a little over halfway down the dashboard on the right in purple. It's not in percent—it's in total tickets—if you need some help building a version that shows percent, simply leave me another comment here.

    Thank you!

    Desiree

  • Laura Beyer
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    Dear Desiree,

    Would you kindly tell how to build out the report in percentages?

    Thanks!

    0
  • Eugene Orman
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    Hi Laura,

    "Tickets by First reply" default Insights report is composed of 4 metrics, you'll need to create a copy of each metric and modify them in order to display report results in percentages. 

    As an example: 

    • original "0-1 hrs" metric looks like this
    • modified "0-1 hrs" metric will look like this

    When all 4 metrics will be ready you will be able to create a custom report easily. :) If you've never built a custom metric before, you may want to take a look on this article: How to Create a Custom Metric. Hope you'll find this useful.

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  • Ge Ja
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    Hi Eugene, 

     

    Can you show us the maql for 1-8 hours? I am having trouble with the greater than 1 part.

     

    Thanks,

    Gerad

    0
  • Eugene Orman
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    Hi Ge,

    Please take a look on the tip posted by Joseph Black: Insights recipe: Reviewing SLA performance in Insights. He have provided the step by step explanation of the process, which matches your use case.

    I hope you'll find it useful.

    0

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