Average response time of an Agent

9 Comments

  • Graeme Carmichael
    Community Moderator

    Leonardo

    That is a really good idea for a metric. A complication that you may get is tickets in a NEW status (before being assigned to an agent). It looks like you are deliberately excluding that time.

    An alternative approach is to use:

    • SELECT SUM (Requester wait time in minutes)/ #Replies /60

    This gives the average agent reply time in hours for a ticket. This includes the time spent in a NEW status and excludes any PENDING status time. The advantage of this approach is that you can substitute the business hours equivalent for 'Requester wait time' if that better suits you.

    You can also exclude the First Reply Time and and adjust the number of replies if you are just intending to monitor the later replies. Again, you can remove first reply in business hours if you want.

    Hope that helps.

    1
  • Leo Mailbird

    Hi Graeme

     

    Good tips, I didn't even realize you can even just divide by the number of replies :). Do you know if and how I can do this?

    SELECT SUM (Requester wait time in minutes)/ (#Replies + 1 if status changed from open to solved) /60

    The reason why I wanted to do this is there are times an agent simply need to solved a ticket without replying back to the users. Oh and yes, I did exclude ticket in new status because zendesk already have first reply time.

     

    BTW, I was wondering do you have any idea if zendesk going to include next reply time in regular insight metric, right now you seem to only be able to use it in SLA metrics.

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  • Graeme Carmichael
    Community Moderator

    Leo

    You cannot combine the standard #Replies metric with the Text Field Changes items.

    If an Agent solves a ticket with no public reply, the above metric will return null. You can counter that with:

    SELECT CASE WHEN #Replies>0 THEN SUM (Requester wait time in minutes)/ #Replies /60 ELSE SUM (Requester wait time in minutes)/ 60

    For tickets with replies, that last solve with no comment will still add to the reply time. So it is not quite what you are after.

    I have no insight on Zendesk's plans for new metrics. Sorry about that.

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  • Andrei Kamarouski

    Hi Graeme!

    Any ideas how to exclude from "Requester wait time" the time, that comes from waiting during 3 party answers (from light agents etc) by ticket resolution process?

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  • Graeme Carmichael
    Community Moderator

    Andrei

    If you are using the ON HOLD status, this is intended to capture the time waiting for third parties.

    Under the Facts elements, you should find:

    • On Hold Time in minutes, and
    • On Hold Time in minutes within Business Hours

    So you can just subtract his amount from the requester wait time.

    • SELECT SUM (Requester wait time in minutes-On Hold Time in minutes)/ #Replies /60

     

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  • Andrei Kamarouski

    Sure. 

    But what about time not depending on status.

    Does formula like Requester wait time in minutes WHERE Assignee Role IN (our agents) will solve the issue? 

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  • Graeme Carmichael
    Community Moderator

    Andrei

    No. Not using this approach. You would need to revert to using the Ticket Text Field Changes. But that would be complex depending on what statuses and roles you want to exclude. I would not recommend it.

    1
  • Nir Liran

    Thanks all for the useful information above.

    I've been trying to run the following to also exclude first reply times from the result:

    SELECT SUM (Requester wait time in minutes-On hold time in minutes-First reply time in minutes)/(# Replies -1) / 60

     

    What it brought me were results that sometimes resulted in the negative (where first reply times were ridiculously long). This led me to the conclusion that 'Requester wait time in minutes' does NOT include time the ticket spent on NEW, although it claims to..

    if anyone has any insight or a way to prove this wrong, I'll be very happy to hear. We really want to get this metric right. (this is one of the most important metrics in measuring support, i wonder why it's not given a pre-built metric on the get go) 

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  • Princess Madrigal

    How about how to get just L2 ave response time, without counting the time it spent to L1? I've been trying the above formula but unable to get it right.

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