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Average Ticket Response Time
답변함
2023년 10월 24일에 게시됨
Hello all,
I would like to find out if there is a way to calculate the average response time for each agent using Zendesk.
Specifically, I'm interested in the duration from when a ticket is assigned to an agent to when it gets a reply or is marked as resolved.
Thank you.
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Salim Cheurfi
Thanks for reaching out,
We don't exactly have a metric to calculate the average response time in a ticket, the closest is the Average Requester Wait time, it calculates the time the ticket spent in the new, open, and on-hold statuses. (all status where the customer is waiting for a reply from an agent).
I see that you want to report on the duration from when a ticket is assigned to an agent to when it gets a reply or is marked as solved. The three key metrics would be First reply time, Requester wait time, First resolution time, Full resolution time.
You will find more information in our article : About native Support time duration metrics
I hope this helps
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kyriacos avraamides
Hello Salim Cheurfi
Thank you for your response.
While the metrics above are definitely useful to gauge the progress of the department as a whole, I am looking for a more personalized metric tailored to each agent.
With the implementation of a RoundRobin distribution, it would be immensely beneficial if we can measure the time an open ticket is on an agent prior to getting a response.
Are we able to measure something like that in any way?
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Salim Cheurfi
These metrics are our standard metrics, but you can create calculated metrics more tailored to your needs.
It's not something we will be able to support but I recommend checking these articles : Reporting on the duration of fields & Creating standard calculated metrics and attributes.
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