First Reply Time based on Agent's Submitted

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Info Alami

Posted May 11, 2022

Hi Zendesk team.

I need your help.
I'm currently trying to make a First Reply Time (FRT) report with details for each agent.
I originally added in the Rows section the Assignee Name. However it is not valid. An example as in ticket 3509.
The ticket goes to [CS] Annisa's FRT Report. However, if you look at the ticket, the first to reply is [CS] Umi.


It's true that the assignee on the ticket is [CS] Annisa, but I need valid data based on the appropriate agent doing the FRT, not based on the assignee on the ticket.

please help.

 

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      Gab Guinto

      Hello,
       
      It's not possible to pull up the name of the user who posted the reply from which the ticket metric First reply time was calculated using the default attributes under the Tickets dataset. If you know your way around custom metrics and attributes, then you may be able to formulate a custom query to pull this info using the Updates History dataset. You may explore the earliest date functions, specifically DATE_FIRST_FIX – you can check out the sample here to see how these function work in Explore.

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