How can I find the percentage of responses from agents that are within 2 business days?
RespondidaHello, I am trying to obtain the percentage of agent responses that were submitted within 2 business days (for the month of September). Can anyone point me to where in Zendesk I could pull this data?
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Hi Sarina!
For this type of report, you'll likely need to create a Standard Calculated Attribute that defines what a business day looks like for your specific organization.
For instance, if 1 business day = 8 business hours, you could create a Standard Calculated Attribute that looks similar to the below:
IF (VALUE(First reply time - Business hours (hrs)) <= 16)
THEN "0-2 business days"
ELIF (VALUE(First reply time - Business hours (hrs)) > 16)
THEN ">2 business days"
ELSE " No replies"
ENDIFFrom there, simply select this new Standard Calculated Attribute as the Column, Tickets as the Metric, filter this report for the month of September, as well as select the desired Visualization Type (a pie chart will easily show you the percentages, but other visualization types could work as well). Hope that helps!
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This is exactly what I was looking for - thanks so much!
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