Reporting on Wait Time (Served) by agent



  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi there Michael,

    Thanks for your feedback, it is timely because we are looking into some reporting enhancements this year. Will make sure your feedback gets to the team working on the improvements.

    In terms of what you can do today, you can export the chats from the History tab by filtering for completed chats only. Then, you can use Pivot tables to get the agent name and their average first response time (use first_response_time column).



  • Michael Stone

    Ramin, thank you so much for the workaround. If you'd like some feedback on Reporting I'd be more than happy to help out.


  • Lulwa Jundi

    @Ramin, could you clarify if Wait Time Served (which is shown on the analytics page) and First response time (from the History tab export) are the same thing?


    I was informed by Zendesk Chat support that:

    First response time: It's the time it takes for an agent to respond to an initial chat request from a visitor.

    Wait Time Served: Is the time from when the visitor sends the first message to when the agent joins the chat



  • Brennan Valenzuela

    I had a long back and forth with this very same question.
    It maps out like this:

    Customer requests chat by hitting submit - Timer starts
    Agent clicks orange button, joining chat - Wait time served timer stops
    Agent types out response to customer - First response timer stops


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