First Reply time by hour of the day
RéponduI'd like to create a query showing number of first replies (e.g. first public agent comment) by hour of the day. Is this possible?
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Chris
As you have discovered, this is tricky because Zendesk to not provide first reply hour as one of the standard attributes in Explore. So unlike, say, first assigned date, you have to do the work.
Use the Ticket updates dataset.
Create a new metric:First Public Comment By Agent Time Ago
Create a new attribute:First Public Comment By Agent Hour
Filter
- Ticket Created Date> As you like
Metrics
- D_Count(Tickets Updated)
- MAX(Fist Public Comment By Agent Time Ago)
Rows
- First Public Comment by Agent Hour
Result Manipulation
- Chart configuration > Hide the column for First Public Comment By Agent Time Ago
Under this definition, the first public comment by agent will include where the agent has created the ticket on behalf of the user with a public comment.
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Awesome, thanks Graeme I'll try it out.
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