Is there a way to find out average Next Reply Time?
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.
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:
Would also love to know if there is a solution for this one! 🤞
Hi Frabrice and Hannah -
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
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.
Hi Fabrice, I don't think so -- my understanding is that Group SLA would help you measure response time once a ticket is assigned to a specific group, not the time it takes for a response after the ticket receives a comment update from the customer.
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?
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.
I tried to create the metric" Next reply time" and it did not work.
Anyone can help?
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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