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How are you reporting on FRT?
Data ultimo post: 28 set 2022
What does Zendesk suggest if you have a weekly reporting cadence, in the event that on average, tickets take longer than a week to solve out? I'm getting back results that my agents had no FRTs using "tickets solved last week", which isn't right. I don't want to report on a bigger window of time, I really do want to know the FRT performance of agents "last week" still though.
By the same token, if I use "tickets created" metric instead, the problem becomes that if it takes longer than a week for a ticket to get an FRT, then it's never included in reporting. This is super bad because then you have tickets slowly building up to a huge FRT hiding from you that never get included in the reports.
I also know I should not use "tickets update" which includes all tickets that had a LAST update during the time frame specified. This leads to tickets that had an FRT 2 weeks ago that just got a fresh update today, to be re-included in the FRT report this week as well as 2 weeks ago. That's not a good method either.
So how exactly is anyone reporting on this? Any tips or suggestions?
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4 commenti
Dane
On our end, we use the "Ticket Assigned - XXXX" Attribute.
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CJ Johnson
The fact that Zendesk doesn't use the built in first reply time for reporting says a lot. Mainly, that it's so bad as a metric, that even Zendesk can't use it. Yikes. Well, at least I know I'm not doing something wrong, this is just a(nother) poorly thought out feature implementation that's non-functional on a practical level.
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Maryann Remy
Hello. I am running into the same issue. Does Zendesk not have an FRT timestamp to run reports off of? Using "Ticket Assigned - XXXX", you will still miss tickets if running monthly reporting. Tickets assigned in Feb with a March FRT will get excluded from both Feb and March reporting. Any other suggestions?
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James G
Unfortunately, we don't have that natively but you may create a custom attribute using the recipe we have here - Explore recipe: Creating a ticket first reply date attribute and then use it as your date filter.
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