Help needed with creating calculated metrics after Group Change
Hello!
I am trying to understand how to calculate specific metrics after a group change event. Here is an example of a calculated metric I created for calculating the resolution time after the group change.
IF ([Changes - Field name]="group_id")
AND ([Changes - New value]="360002495913")
THEN VALUE(Field changes time (min))/60
ENDIF
I am most specifically looking for calculating First Reply, Handle Time, and Resolution after the group change so we can calculate how much time our specific team is spending on tickets, versus the time spent on the life of the ticket.
Any suggestions are appreciated, thank you!
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I also would like to see this metric.
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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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