We commonly have agents re-assign tickets to more senior agents when they reach a certain difficulty and were hoping to report on average calendar and business hours of the senior agents' first reply time. The difficulty is there doesn't seem to be a metric which does this. I originally attempted to pull first reply time using the Ticket - Last Assigned metric. However, zendesk support did tell me the following about the first reply time metric:
This metric will always show the first reply time for a ticket. In other words, it will always show the time between ticket creation and the first public comment by an agent. If you use attributes/filters to change the tickets being pulled, the first reply time will still be showing the same result, as it'll be looking at the relationship between ticket creation events and first comment events. So it won't be able to show the first reply after reassignment.
This does make sense, but it does seem to make it difficult to pull the first reply time for an agent who had a ticket re-assigned to them - since these tickets usually already have first reply times from the less senior agents before the re-assigning ever occurs.
From there I've been kinda stumped on how to find this metric as it is rather important for our reporting. I found this article for insights, which we are currently using to track these agents' first reply time, but this doesn't cover getting that time in business hours and, also, doesn't seem to translate over to Explore. I'm still learning Explore at the moment so mayhaps I'm missing something rather simple here, but either way I wanted to reach out and see if anyone had any insight on how to construct a chart which tracks first reply time since a ticket was re-assigned.
Thanks for your time and consideration!
Please sign in to leave a comment.