How to report on Average Response Time for individual agents? (Insights)


  • Brett - Community Manager
    Zendesk Community Team

    Hey Ninja Raj,

    I replied back to your other post in our Knowledge-base but reposting here for visibility :)

    "Zendesk only records the First Reply Time and not ongoing reply times unfortunately. That being said, you could use an SLA policy with a next reply time target, then report on the amount of time each instance of that target was active using the SLA Metric Target [Median] or SLA Metric Value metric.

    Hopefully other members of our community can join in and offer more guidance on how to create this sort of report :)"


  • Noel S.

    Hi Brett! 

    My name is Noel, a newer Zendesk agent - my supervisor and I are running metrics for the first time, and we were a little confused about what the, "SLA Metric Value" column was supposed to refer to. 

    It seems to be you're saying it references how many minutes the ticket itself was being actively worked, versus how long it was simply open - is this the case? 

    Thank you so much for any insight you can provide!

  • Brett - Community Manager
    Zendesk Community Team

    Hey Noel,

    Can you confirm the SLA Metric Value column you're referring to exactly? Each SLA target will be handled differently so I would recommend taking a look at the following article: Defining and using SLA policies

    For example, First Reply Time will measure the amount of time between ticket creation and first public response from an agent. This won't necessarily look at how much time an agent has been actively working on the ticket. If you're looking at tracking agent activity it may be worth looking into the Time Tracking app.

    Let me know if you have any other questions for me :)


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