Social Messaging - First Reply Time SLA (missing)

Hi Erkin, 

As mentioned above, the FRT seconds is not available yet and will be released on the ticket metric API early April and in explore Early May. 

If you are already on the feature gate for messaging FRT it will be made available to you automatically then. 

Cheers, 

Mei-E 

Hi Tim, 

It is a short term fix for serving FRT metrics to messaging customers. I suspect it is not on the list as it is meant to be a short term fix and there is a long term plan to introduce this metric with the Messaging dataset that is currently in the works slated for EAP end of Q2 but i will find out if i can get it listed. 

In the meanwhile, if you send me a a list of customer subdomains i can get them added to the feature gate. Do take note that the FRT metric is currently only available in minutes at the moment and we will be releasing seconds on the API in early April and in Explore in early May. 

Cheers,

Mei-E 

Hi, 

I have checked the account which has been implemented a fix by Zendesk team. However there is no fix for second for FRT on WhatsApp channel. Can we use metrics in seconds right now? 

Thank you

Hi Mei-E Loh,

What is this feature gate, is this an EAP or something else? I can't find FRT metrics for socials/messaging in this list.

As a Zendesk Partner, we have a customer who is really waiting on SLA for Whatsapp tickets. 

Hi Erkin, 

There will be a feature gate for FRT metrics in seconds, we will probably add all the accounts currently on the chat ticket metrics feature gate to it.

Do let me know if you are not already on the chat ticket metrics, I can have your subdomain added to that and subsequently to FRT metrics in seconds. 

Cheers,

Mei-E 

Hi Mei-E Loh,

Do we have to subscribe for the feature gate in order to see the FRT metrics in seconds at the end of the April? Or will the release done for all subdomains?

Cheers,

Erkin

Hi Emma, 
 

The messaging dataset is slated to be released in Q3 however we have worked on a FRT metric for messaging ahead of time behind a feature gate for messaging that i have turned on for your subdomain, so you should be able to see it in explore now.

Do take note the FRT metrics currently has its smallest denominator in minutes and we are slated to release the FRT metrics in seconds at the end of April. 

Do let me know if you have any further questions!

Cheers,

Mei-E

Since migrating from Live Chat to Messaging, we are now missing a vital piece of reporting - First Reply Time for Messaging. 

Checking in for an update please as I notice the latest comment here was last month.

Thanks, Emma

Hi Dane,

Are you also planning to include "Next reply time" metrics for Social messaging channel in the future? That would be very useful too.

Thanks.