Next Reply Time - Clarification Question

6 Comments

  • Brett Bowser
    Zendesk Community Team

    Hey fellownarrator,

    Are you referring to Next Reply Time in the SLA policy? If so, next reply time is the time between the oldest unanswered customer comment and the next public comment from an agent, displayed in minutes. You can find out more information here: Defining and using SLA policies (Professional and Enterprise)

    It doesn't look like there's a Next Reply Time metric in Explore so let me know if I'm misunderstanding your question.

    Thanks!

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  • Monica

    Not the original poster, but I would be interested in a non-SLA reliant next reply time metric/calculation.

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  • Brett Bowser
    Zendesk Community Team

    Hey Monica,

    Unfortunately Next Reply Time is not an option in Explore. With that said, this is something our Product Managers are interested in implementing in the future as part of the Explore product. I don't have a timeline of when this will be added but we will be sure to post about on our Announcements page.

    Let us know if you have any other questions!

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  • Rylan Roach

    When would the Next Reply Time metric be available in reports? We also need to know how quickly we send the next reply for re-opened queries and not just the first reply. The resolution time metric does not help here cause that just calculates the time when the query is resolved.

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  • Carmelo Rigatuso

    Would also really like to reply on Next Reply Time. Is there any custom formula, metric, or attribute that we can create for this?

    This is important so we can performance manage, implement process changes, or update business rules to improve our reply times. Aside from getting individual results, I'd love to be able to create a heatmap similar to the First Reply Time heatmap so that we can see when we struggle the most to meet our Next reply Time SLA. But I need the exact numbers, not averages or brackets.

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  • Eric G. Gao
    Zendesk team member

    Hi Rylan & Carmelo,

    As Brett mentioned above there is currently no standard metric/method in Explore that can capture the next reply time. However, the good news is that metrics such as next reply time and internal first reply time will be a key item on our roadmap for later this year.

    In the meantime, we recommend subscribing to our Product Announcement page (https://support.zendesk.com/hc/en-us/sections/200623776-Announcements) for updates on new feature releases and more.

    Warm Regards,

    Eric G. Gao | Technical Support Architect | Zendesk

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