• Hillary Latham

  • February 18, 2021 19:21

  Community Moderator

  Hey Fabrice, curious of others reply, but I haven't figured out a great way to break down wait times and reply times per agent assigned in a ticket.  These metrics - first reply time, wait time, etc. only exist in the ticket dataset and you would want to use the ticket update dataset to find this answer - the time the ticket spends with the agent currently assigned.  

  Having said this, you can get quite a bit of information about the ticket and the activity while assigned from the ticket updates dataset if you want to start playing around there.  I recommend the "changes" fields - you can use this to filter/group changes from assignee or group as well as ticket status. 

• Admin

  • February 23, 2021 15:02

  Thanks for the suggestion Hillary. I see what you're suggesting however, as you mentioned, it doesn't exactly cover what I'm looking for. 

  Surely there must be a way to measure response times once a ticket is escalated to a different group or support tier? I would have thought that it's standard practice to measure this?

• Hillary Latham

  • February 23, 2021 15:21

  Community Moderator

  I've witnessed several asking for this type of metric.  Here is a feedback post if you wanted to add additional comments or upvote: https://support.zendesk.com/hc/en-us/community/posts/360029385854-Add-Minimum-Date-Function-to-Formula-Builder-to-Identify-First-Time-A-Ticket-was-Assigned-to-Person

  Otherwise, I encourage you to post your own feedback here: https://support.zendesk.com/hc/en-us/community/topics/360001200913

  In the meantime, here are some potential recipe articles with alternative ideas in case this would get you closer and work out for your workflows:

  Reporting on the duration of fields: https://support.zendesk.com/hc/en-us/articles/360034119833-Explore-recipe-Reporting-on-the-duration-of-fields#topic_y1x_rzb_l3b

  Getting times based on tags: https://support.zendesk.com/hc/en-us/articles/360034980073-Explore-recipe-Getting-resolution-times-first-reply-first-resolution-and-full-resolution-based-on-tags

• Keegan Moser

  • June 17, 2022 14:34

  I would also love to be able to report on first reply time after a ticket is assigned to a new group. Has there been any news on this?

• Cheeny Aban

  • June 19, 2022 15:47

  Zendesk Customer Care

  Hi Keegan, 
  
  Thank you for posting on our Community. As of the moment, that is not yet part of our FRT calculations that you can report on using Explore but that will be a good addition so I've marked this comment as product feedback. We truly value customer feedback and your voice and votes on the product feedback topics in the community help influence future Zendesk functionality
   
   
   
  
• Almog Zamir

  • January 25, 2023 09:19

  Same here. This is a basic function that needs to be added to Explore.

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