Last assignment to resolution time in Business Hour

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3 Comentarios

  • ZZ Graeme Carmichael
    Community Moderator

    Pam

    Unfortunately, I do not believe that is possible.

    Zendesk tracks business hours metrics at ticket level, not at the assignee level. So it is not possible to drill to that level of detail.

     

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  • Hannah Lucid

    Hi! I am also curious on why time from last assignment to resolution can't be converted to business hours. Isn't this just a conversion of time? Also, isn't the assign event stamped on the ticket, thus it lives at the ticket level? Trying to better understand. :)

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  • Chai T.
    Hi Hannah, 
     
    Some metrics come natively out of the system. Others - the ones with the eye icon beside it- are calculated between timestamps. Only the former can be 'business hours'. You are also correct in notating that assignment events are part of the ticket events. When you could say that it lives at the ticket level, it also relies on the system's stamped time. 
     
    Of course, Hannah. Thank you for taking the time to learn more about Explore and the Last assignment to Resolution time metric. 
     
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