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We need metrics = First assignement to 1st reply, 1st resolution, full resolution IN BUSINESS HOURS
2024년 1월 23일에 게시됨
Hello,
In specific industries, there is no auto-assign flow in place because it does not match the way the service works. I had many cases where we do not track times from ticket creation, but from ticket first assignment. Now in Explore we have available metrics that measure elapsed calendar times between last Assignment to resolution (using DATE_DIFF) but there is no easy or friendly way to get a metric such as business times elapsed from First assignment to 1st reply, to 1st resolution or to full resolution. It is such a pain to implement something like this, for it to eventually no longer work if there's a product update later on. Therefore that would be very useful and greatly appreciated if you could implement those 3 metrics in the Tickets Dataset :
-First Assignment to First Reply, in business hours
-First Assignment to First Resolution, in business hours
-First Assignment to Full resolution, in business hours
Thank you,
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Shawna James
For future reference, here’s our product feedback template. This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. You do not need to update your post now but we would appreciate it in the future if you could utilize the template.
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Eugene Orman
Cécile Gao, thank you for taking the time to share this use case. I see why the first assignment-based metrics can be useful. At this time adding such metrics is not on our roadmap but they will be considered for future versions of the Support: Tickets dataset.
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