Zendesk Explore update: Additional Explore metrics to drill down into first reply for messaging channels

We are thrilled to announce the introduction of new metrics to the Zendesk Messaging prebuilt dashboard and the Messaging tickets dataset. These improvements aim to provide deeper insights into the first reply time and will assist workforce managers in identifying potential problem areas more effectively.

What's New?

Our updated KPIs now include specific metrics such as:

•  First reply time drill down
• First reply time drill down by group

These changes aim to address notable issues such as:

1. Insufficient staffing that leads to prolonged conversation queue times.
2. Low-performing agents not promptly picking up work and letting it get reassigned, resulting in lengthy queue times for messaging tickets.
3. Agents not releasing their work capacity in a timely manner.
4. Agents handling too many conversations at once, increasing their assignment to first reply times.

Please note that data for these new metrics will be available from October 30, 2023, onwards.

What's Next?

You don't need to do anything to enable these metrics. They are already available as part of your Zendesk Messaging prebuilt dashboard and Messaging tickets dataset.

For more in-depth understanding of these changes, please refer to the guide on Analyzing your messaging tickets. To dig deeper into the new metrics, see Metrics and attributes for Zendesk messaging. 

Happy reporting!