We wanted to track the average response time of an Agent in Zendesk. Zendesk already have first reply time which is useful, but beside the first reply we also need to know how an agent is doing in his/her subsequent reply. After all even if their first reply time is under 8 hour for example, it would not mean anything if their subsequent reply is over 72 hour.
So what we wanted to do is basically track the average time from a user replying to a ticket until an agent replied back to it. This is the metric that we came up with
SELECT AVG ([Text Field] Duration in minutes) WHERE [Text Field] Previous Value = [Status] open AND ([Text Field] New Value = [Status] pending OR [Text Field] New Value = [Status] solved)
This metric should track and average time (in minute) where a ticket changed from open to pending or from open to solved. Although not 100%b accurate this should show how long an agent response/reply to the ticket after a user has replied to it.
This is the first custom metric that I make, so I was just wondering what do you think about it. Should this give me the data that I want? I've already created the report and the average result is around 8 hour, which is pretty normal, but I just wanted to know what you guys think about it, did I make any mistake?
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