Voice Outbound First response time


  • Nicole Saunders
    Zendesk Community Manager
    Thanks for posting this feedback, Joshua! 

    If other users have similar needs, please add your detailed use-case in the comments below and up-vote Joshua's suggestion. 
  • Ryan Ellis

    We absolutely need this metric as well.  I'm surprised it was not already included in the [first reply time] for tickets.  That event seems to only measure when a public reply (aka email) is sent.  But a callback in response to a voicemail that was recorded should be considered a similar event.


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