Help needed with creating calculated metrics after Group Change

2 Comentarios

  • Jamey Pringle

    I also would like to see this metric.

  • Brett Bowser
    Zendesk Community Team

    Hey Jamey and Dustin,

    I would recommend using the Time Tracking App with Explore to measure Update Handling time. Natively there isn’t a way to find first reply time or resolution time after reassignment.

    The article I've linked also mentions the following:

    The second approach is to look at the handling time per update. It is the best way to report on the agent performance and it is suitable for the complex workflows where the same ticket is handled by multiple agents.

    I hope this helps!


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