Hi Zendesk support team,
Our company handle courier service and we used Zendesk to create ticket and assign to other department all. Now we going to setup KPI for our agent. And we have 2 group one is normal email team( Inbound email) and another team will handle escalation Case.
Now the problem is how we can identify the ART of escalation case. And normally escalation case take 1 hour or more hours based on relevant department reply us and sometime will take 1 full day.
Now we need help and how to evaluate the ART for escalation team. We would like want report as agent touches ticket and total spent time on ticket. And we already try most of metric is not working and show error and some of attribute not on metric. Kindly check on this email and provide me a solution to find out ART for escalation team.