• Yaroslav

  • October 26, 2021 08:07

  also interested in this question

• Daniel Borrego

  • October 29, 2021 15:13

  Zendesk Customer Care

  Hi Abby,
   
  Thank you for your question.
   
  What I understand from your question is that you want to see the Requester wait time (average) and you would like to filter only tickets with a certain value to a custom field.
   
  Creating a new Query in Explore dataset Ticket [Default] will give you the option to choose Requester wait time (that is basically what you refer to as total average response time). 
   
  Once this is created add to filter your custom field and any attribute you want to see:
   
  
   
  I hope it helps and feel free to point out if I am missing something here.
   
   
  
• Abby Armada

  • October 29, 2021 18:09

  Hi Daniel!

  Does this take into account average wait time between replies?

• Daniel Borrego

  • November 01, 2021 09:39

  Zendesk Customer Care

  Hi Abby, 
   
  Requester wait time is the time the requester was waiting for a response from an agent. When an agent responded, the ticket should be in Pending, so the requester wait time takes into consideration how long a ticket was on New, Open and On hold. 
   
  
   
  Then, you have different aggregators that you can use in the metric, one of those is AVG (average)
   
  
   
  Let me know if you have any other questions,
  

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