Resolution time
Posted Dec 17, 2023
I want to calculate each group resolution time so one way to think about it is:
1-to use the group filter but this way it will give the AVG FRT with respect only to last group assignment so it will not be accurate for each group at all it
2- I thought we can use Native time metrics such as requester wait time , agent wait time then combine them and use group attribute but again I faced the same problem in 1
3-Third try is to combine each AVG resolution time for each agent then I have AVG FRT for each group and it seems to be accurate but I faced another challenge that I have agents on more than 1 group so they might be dealing with the ticket as cx agent and another time as operations agent
so is there is a way or workaround to calculate each group/department AVG full resolution time accurately
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4 comments
Abdelhameed Khaled
hello Brandon Taylor Thanks for your reply , But can you explain how this can be done using PowerBI . I managed to do this task by creating 2 complementary reports and I will share the solution
I added my solution you can find it here :
https://support.zendesk.com/hc/en-us/community/posts/6607979003162-Group-Departments-actual-ticket-resolution-time
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Vinicius Henrique da Silva
O Zendesk não é muito bom de fornecer relatórios. É necessário construir um fluxo bem organizado para se obter dados realmente relevantes.
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Brandon Taylor
Another possible solution other than what the other Brandon (Brandon Tidd) :D has provided would be to use custom tags for each group (with triggers and automations of course) to implement a system where each group adds a unique tag to the ticket when they start working on it. This way, you can track the time spent by each group on a ticket more accurately. Later, you can use these tags to calculate the average resolution time for each group.
Something else that might help would be to look into reporting on/viewing this data in another system, such as PowerBI using DAX formulas to get the data you're looking for.
I hope this helps as well :)
The other Brandon :)
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Brandon Tidd
Hey Hamedo -
Assuming you're not on enterprise, which has access to Group SLAs, I think we might need to rethink the metric you are trying to uncover.
It sounds like you are trying to capture how much time each group has tickets for (opposed to FRT which will always, by definition, default to the group responsible for the resolution). In that case, you'll need to look at a custom recipe that combines Ticket Transfers with DATEDIFF
Rob Stack does a good job of breaking it down in this Support Article.
Hope this helps!
Brandon
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