Average replies to resolve

Answered

3 Comments

  • Graeme Carmichael
    Community Moderator

    Sorcha

    You should be able to create a Headline report using # Replies [Avg] as  your metric. This counts the number of public agent comments on a ticket.

     

    0
  • Sorcha Millican-Nagle

    Thanks Graeme, not sure how I missed that. I think I assumed that was just generally average replies. Would I measure it via solved tickets in How?

    0
  • Graeme Carmichael
    Community Moderator

    Sorcha

    To restrict the report to solved tickets, use the filter section. You probably want to include solved and closed status in the filter.

    To restrict to recent tickets, also add a date solved filter.

    0

Please sign in to leave a comment.

Powered by Zendesk