Reply Time metrics after assigning to different group
I'm looking for a way to measure the response time after a ticket is assigned to a different group.
Currently a ticket arrives and is assigned to Group 1 with default SLA policy applied. First Reply Time is measured and that works fine. However, the ticket may need to be escalated and assigned to Group 2, and I want to know if the same metrics can be measured once it's been assigned to the new group, those metrics being, wait time, reply time.
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Hey Fabrice, curious of others reply, but I haven't figured out a great way to break down wait times and reply times per agent assigned in a ticket. These metrics - first reply time, wait time, etc. only exist in the ticket dataset and you would want to use the ticket update dataset to find this answer - the time the ticket spends with the agent currently assigned.
Having said this, you can get quite a bit of information about the ticket and the activity while assigned from the ticket updates dataset if you want to start playing around there. I recommend the "changes" fields - you can use this to filter/group changes from assignee or group as well as ticket status.
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Thanks for the suggestion Hillary. I see what you're suggesting however, as you mentioned, it doesn't exactly cover what I'm looking for.
Surely there must be a way to measure response times once a ticket is escalated to a different group or support tier? I would have thought that it's standard practice to measure this?
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I've witnessed several asking for this type of metric. Here is a feedback post if you wanted to add additional comments or upvote: https://support.zendesk.com/hc/en-us/community/posts/360029385854-Add-Minimum-Date-Function-to-Formula-Builder-to-Identify-First-Time-A-Ticket-was-Assigned-to-Person
Otherwise, I encourage you to post your own feedback here: https://support.zendesk.com/hc/en-us/community/topics/360001200913
In the meantime, here are some potential recipe articles with alternative ideas in case this would get you closer and work out for your workflows:
Reporting on the duration of fields: https://support.zendesk.com/hc/en-us/articles/360034119833-Explore-recipe-Reporting-on-the-duration-of-fields#topic_y1x_rzb_l3b
Getting times based on tags: https://support.zendesk.com/hc/en-us/articles/360034980073-Explore-recipe-Getting-resolution-times-first-reply-first-resolution-and-full-resolution-based-on-tags
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