Discrepancy in standard Support dashboard
When using the assignee activity tab, the bottom table where you can toggle between Assignee Name vs Ticket Group - if I select Ticket Group, I'll see one of my groups has a value of First Reply Time = .6 hours. That equals 36 minutes. However, when I go to the Efficiency tab and have the same timeframe set and use the Ticket Group filter to only see results for that same group, it's saying First Reply Time Median = 24 minutes.
Does anyone know why there would be such a big discrepancy?
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The Assignee Activity tab is filtered based on Ticket Assigned and Ticket Solved
The Efficiency Tab is filtered based on Ticket Created and Ticket Solved
Those tabs will definitely give you 2 different data because of the filtering. -
Hey Jahn Bronilla,
Any chance you could elaborate a bit more on that, I'm not quite following. Isn't First Reply Time measuring the time between ticket creation and the first public agent comment after that, how would that change between those two tabs based on your explanation?
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Hey Jake, here's the filter I mentioned earlier.
You can actually select what filter will be used for the data that you are seeing.
May also want to check the filter on this specific set of data to see what element is applied or not applied.
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Ah, I see the difference now. So to confirm, for the efficiency tab, when you choose a timeframe, it's pulling in only tickets created OR tickets solved during that timeframe? And then for assignee tab it's pulling in only tickets assigned OR solved during that time?
Another question, looking at Assignee tab, the bottom table shows I have 92 tickets and my First Reply time is .7 hours. Is that .7 related to that 92 tickets, or those tickets and any other tickets assigned to me during that time?
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Depending on the filter used and excluded that's pretty much will be the basis of the result you will see.
That .7 hours is the median first reply time for those 92 tickets based on the standard dashboard in Explore.
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