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Is there a way to find out average Next Reply Time?
Posted Jun 23, 2022
Post Title:
Calculate Next Reply Time as a value
Feature Request Summary:
I would like to have Next Reply Time as a metric, in the same way as First Reply Time.
Description/Use Cases:
We have 2 teams of different tiers, and after a ticket is created, it will receive a first reply from our Tier 1 group. The ticket can then be assigned to the tier 2 group and we'd like to calculate how long it takes for the tier 2 group to respond to the ticket. Currently the SLA doesn't calculate this as a time value and the only visibility we have is the % success against the SLA target.
Business impact of limitation or missing feature:
The impact is high for the business, as reply time metrics are our core KPI's that we use to measure our success, however visibility in the tier 2 group isn't available and we're unable to determine the actual time value of the groups responses. The value is required to help with subsequent capacity and resource planning in the group which has an impact on overall customer experience.
Other necessary information or resources:
N/A
11
10 comments
Hannah Voice
Would also love to know if there is a solution for this one! 🤞
1
Dave Dyson
There's no built-in way to calculate this, but Gab Guinto from our Customer Care team offered a rough outline about how a custom metric might be created that potentially might work, in there comment here: Calculating Next Reply After First Reply Time
In the meantime, it's always helpful for our product team to understand not just what you'd like our product to do, but your use case behind that -- would either/both of you be willing to add comments or edit your post here to answer the questions here? Product Feedback Post Template
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Dermatica Ltd
Thanks @... I've updated the post now.
I was thinking, would the upcoming new feature to be released, Group SLA's, solve this request, given that we'll be able to assign specific SLA's to groups rather than having one SLA across all teams and groups.
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Dave Dyson
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Mogamad Adams
Hi @...
I really hope you can help,
I have configured the following custom metric,
It works but is reporting on calendar hours, is there a way to have it display business hours instead?
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Alex Zheng
Field changes time is currently only available in calendar hours at the moment. I would suggest upvoting and adding to this feedback post as posts with higher community engagement will be prioritized by our product team.
Best regards,
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Whitney
I tried to create the metric" Next reply time" and it did not work.
Anyone can help?
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Gab Guinto
It looks like you are in the Tickets dataset. You need to build the metrics with the Updates History dataset in order to reference Changes - Field name and the other Ticket field changes attributes in the formula.
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Pedro Rodrigues
Hi everyone,
Here's a community tip with a method to calculate Next Reply Time for async channels by leveraging Support and Explore (and without having to depend on ticket status changes in the metric formula).
There are some limitations but I got pretty good results so far (in-depth analysis on my blog: external link).
Have fun!
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Wojciech Smajda
Hi,
Thank you for taking the time to share your detailed request for a 'Next Reply Time' metric in Zendesk Explore, paralleling the 'First Reply Time' metric.
Understanding the time it takes for your Tier 2 group to respond after an issue escalates from Tier 1 is clearly instrumental for evaluating team performance and planning your resources. The absence of this metric affects visibility into critical KPIs that directly influence customer experience and operational decisions.
While this metric is not currently featured in our product, we recognize its value based on your use case. We will consider your feedback as part of our exploration into new and meaningful metrics for our customers. Increased interest and similar requests from other customers will help prioritize its potential inclusion in our roadmap.
Thank you again for bringing this to our attention. We encourage you and others who see benefit in this metric to voice your support, helping us prioritize features that provide the most value to our community.
Stay connected with Zendesk Community for the latest updates and to participate in ongoing conversations about product enhancements.
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