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Requester wait time
Answered
Posted Jan 13, 2021
Hello!
Could you please clarify if there any way to count the time, which is spent to answer the request in the ticket (like "First reply time" metrics)?
Example: We have received a question in ticket. After 10 minutes the agent has replied. After some time we receive another question in this ticket. This time it took us 30 minutes to answer it. So Average reply time is 20 minutes.
Thank you in advance!
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3 comments
Christopher Stock
Hi Emil Nurutdinov, you could use either a calculated metric, or result metric calculation to divide the Requester Wait Time by the number of Agent replies. This would give you the average wait time per reply.
This screenshot shows a Result Metric Calculation:
You can find more information about creating these here - https://support.zendesk.com/hc/en-us/articles/360022184374-Using-result-metric-calculations
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Melissa Garcia
Is there a way to calculate an average requester wait time per agent over say a quarter? I need to know how long an end users response is sitting before an agent is replying to it. Surprisingly, finding what should be a simple number to calculate has been challenging. Do you have any suggestions?
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Lisa
To calculate the average requester wait time (this includes how long a ticket spends in New, Open, and On-hold status) per agent per quarter, you can create a report with the Support - Tickets dataset.
Under metrics, add Requester wait time (min) and select AVG as the aggregator. If you would like to specifically report on the first reply time, you can use First reply time as a metric instead.
Under rows, add Assignee name and Ticket created - Quarter.
Under filters, add the Ticket created - Quarter attribute and select the quarter that you would like to report on.
I hope this helps!
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