[Request]: Insight Report - Average 1st Time Resolution by Agent and By Company

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6 Comments

  • Kay
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    Hi Jeff,

    I think you could achieve this by using a metric called 'First resolution time' (what), then use 'username' and 'user role' (how) and filter the user role on admin and agent.

    For company you could do exactly the same, by adding it to the report.

    Let me know if you need any help!

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  • Jeff Ma
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    This got me really close by the only "first resolution time'. The problem I think lies in whenever our agents are promoted and moved on, we recycle their account, change the user name, etc. (I don't have a lot of visibility into what happens to the actual account but I believe we migrate it from one user account to another) because I cannot get it to popular with any information using Username and Role. 

    Is there a way to get the same information pulled based on whoever solves the ticket regardless of role?

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  • Kay
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    You could try to use the following settings

    What: First Resolution Time Hours (Median)

    How: Ticket Assignee

    You should now see a breakdown per assignee on first resolution time.

    Does this answer your question? 

     

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  • Jeff Ma
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    Kay,

     

    That worked, but is there a way to add a Date Range Selection (tried: Date (ticket solved, Date (ticket assigned), etc. most of them)?

    I tried using that filter and it looked correct but I did an audit month to month and in Feb, on of our agent reports a response time of 0 and it is blanked out.

    One thing to note is I did change the First Resolution Time Time Hours to AVG instead of Median.

     

    Thanks.

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  • Jeff Ma
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    Kay,

     

    I figured it out, I had one to many 'How' criteria set, once I removed all but Ticket Assignee, i worked. Thanks for your help!

     

    -Jeff 

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  • Marcus Wong
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    Hey Jeff,

     

    I think you mentioned you also wanted to filter out tickets that didn't get reopened.

     

    You will need to filter it by adding a "Numeric Range filter" on the report, by selecting Ticket Id as the attribute you want to filter on, and the metric as "# Reopens" as "equals to zero".

     

    Hope that helps :)

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