First reply time percentage by hour

11 Comentarios

  • Comentario oficial
    Desiree
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    Hi Ben!

    You can find the Insights version of this report on the Efficiency tab under the "Time" section. It's a little over halfway down the dashboard on the right in purple. It's not in percent—it's in total tickets—if you need some help building a version that shows percent, simply leave me another comment here.

    Thank you!

    Desiree

  • Laura Beyer
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    Dear Desiree,

    Would you kindly tell how to build out the report in percentages?

    Thanks!

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  • Eugene Orman
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    Hi Laura,

    "Tickets by First reply" default Insights report is composed of 4 metrics, you'll need to create a copy of each metric and modify them in order to display report results in percentages. 

    As an example: 

    • original "0-1 hrs" metric looks like this
    • modified "0-1 hrs" metric will look like this

    When all 4 metrics will be ready you will be able to create a custom report easily. :) If you've never built a custom metric before, you may want to take a look on this article: How to Create a Custom Metric. Hope you'll find this useful.

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  • Ge Ja
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    Hi Eugene, 

     

    Can you show us the maql for 1-8 hours? I am having trouble with the greater than 1 part.

     

    Thanks,

    Gerad

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  • Eugene Orman
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    Hi Ge,

    Please take a look on the tip posted by Joseph Black: Insights recipe: Reviewing SLA performance in Insights. He have provided the step by step explanation of the process, which matches your use case.

    I hope you'll find it useful.

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  • Christopher C.
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    Hello,

    Has this step by step process been recreated for Zendesk Explore yet? Would be super helpful.

    Lg

    Chris

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  • Brett - Community Manager
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    Hi Chris,

    You can find a full list of Explore Recipes here: Zendesk Explore recipes reference

    It may be worth taking a look to see if you can find the recipe you're looking for.

    Cheers!

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  • Christopher C.
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    Hey Brett,

    I was looking through the recipes and didn't manage to find it unfortunately. 

    Lg

    Chris

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  • Brett - Community Manager
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    Hi Chris,

    I double-checked on my end and ran into the same results.

    The closest I could find was this report but this won't give you percentage by hour: Explore recipe: Reporting on first reply time

    Hopefully, other users can jump in here and provide some direction.

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  • Christopher C.
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    For anyone interested about the Explore version:

    https://support.zendesk.com/hc/en-us/articles/360022372313-Explore-recipe-Displaying-tickets-answered-within-different-time-brackets

    First Reply Time < 1 hr:

    IF (VALUE(First reply time (min)) < 60)
    THEN "<1hr"
    ENDIF

    First Reply Time 1-4hrs:

    IF (VALUE(First reply time (min))>60 AND VALUE(First reply time (min)) <= 60*4)
    THEN "1-4hrs"
    ENDIF

    Just a few examples depending on what you need. Then you need to divide that against the total amount of tickets with a reply which looks like this(You need to build another custom metric which is also below):

    Formula for Ticket Replies > 0 is: VALUE(Agent replies) > 0

    Then you can create this formula which you have to create for each time frame desired:

    COUNT(FRT 1-4hrs)/COUNT(Ticket Replies > 0)

     

    My numbers are a little different compared to my Insights data though. Maybe someone can help me perfect this report?

     

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  • Brett - Community Manager
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    That's awesome! Thanks for sharing this Chris!

    Wasn't aware of this recipe on my end :)

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