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Basic reporting - avg response and resolution

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Shauni Dring

Posted Mar 09, 2023

Hello 

I want to be able to report on the average response and resolution times within a time period for one user group. Is that possible? 

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    Audrey Ann Cipriano

    Zendesk Customer Care

    Hi Shauni Dring welcome to our Community!

    This is possible in Explore - you can create a custom query, use the Requester wait time and full resolution time metrics and use the Ticket group (which you can filter if you only want to show specific groups) attribute and a Time attribute depending on your need. Please see a sample screenshot from my test account below :) 

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    Shauni Dring

    Thanks Audrey! 

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