Bogdan Vintilescu

Hi ZD team! 
One of the people on my team had an outstandingly low First Resolution Time, Full Resolution, and Requester Wait time in March's round of tickets (data set for the full month of March). I just can't explain this unless that team member is so much faster than the others. I wonder if you could share your thoughts. 

This was their February metrics

Hi Amy! 

This is very helpful! I am using a median of these metrics and the query is for ~2,000 tickets on average for each assignee. These are all solved tickets, but there were some with long first reply times. We did not change the schedule during this query, but there was another team involved in working on some tickets and their schedule may be different than ours. Will look further into it. Thank you!

Hi Amy,

Thank you so much for following up on this. I would like some clarification on these metrics overlapping: I have a query with multiple entries and two of them yielded results differing from that expectation One of the results was:

First Reply Time = 141 minutes

First Resolution Time = 50 minutes

Full resolution Time =88 minutes.

I should note that the other 20 entries metrics (assignees on the query) seem to follow the formula:

First Reply Time < First Resolution Time < Full resolution Time, but this one does not. Any idea what may trigger this? 

Hello Zendesk!

Is the first reply time metric included in the first resolution or full resolution metric or will the first reply time remain a separate metric in its own?