Create Dashboard for first reply time by business hours


  • Amy Dee

    Hi Peter! Sorry about the long response time! This should be possible with some custom metrics. 

    The report in your screenshot probably follows this recipe: Reviewing SLA Performance in Insights. That recipe article goes through the steps to create a series of metrics like this one:

    • SELECT # Tickets WHERE First reply time in minutes >= 60 AND First reply time in minutes < 480

    This counts tickets where the First reply time in minutes fact is between 1 and 8 hours. (Facts appear blue in the metric editor.) This metric is used as the second bar in the chart.

    The default fact uses calendar hours. Fortunately, there's also a business hours version of the fact:

    • SELECT # Tickets WHERE First reply time in minutes within business hours >= 60 AND First reply time in minutes within business hours < 480

    This would behave exactly the same way, except it would count tickets where the first reply time is between 1 and 8 business hours. You should be able to get the results you need by recreating the metrics from the recipe article using the business hours fact.

    I hope this helps! Happy reporting!


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