Show average reply time

6 Comentários

  • Patrick Bosmans
    Ações de comentário Permalink

    Hello Maksims,

    I see that you have a ticket with Support at this time. I am going to followup with some specific detail there.

    0
  • Martin Fricke
    Ações de comentário Permalink

    Hi there, 

    are there any updates on this issue?

    I am also looking into reporting the average reply time.

    Thanks in advance!

    0
  • Carlos Navarro
    Ações de comentário Permalink

    Hi, Martin. We do have a metric called Requester wait time (min), which measures the number of minutes a ticket spends in the New, Open, and On-hold statuses, which is generally when you're customers are waiting for a reply from agents. After you add it to your query, you can click on the metric and select AVG as the aggregator of this metric to get the average and click Apply (see Changing the metric aggregator).

    If you're trying to measure how much time agents actually spend working on tickets and composing replies, the Time Tracking app metrics would probably be more suitable. Have you checked those out?

    Thanks.

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  • Martin Fricke
    Ações de comentário Permalink

    Thank you Carlos!

    0
  • Maksims Svjastins
    Ações de comentário Permalink

    Hey, Martin! 

    The solution provided by Carlos will actually show you the combined time that the ticket spends in these statuses - the more interactions there are in the ticket - the longer will be the metric. 

    We were looking for an average reply time of every email customer sends us. It's not something Zendesk can do out of the box - but we were able to create a custom metric that is close to what we wanted (it does have some limitations). 

     

    Here's how it looks: 

    IF ([Changes - Field name] = "status"
    AND ([Changes - Previous value]="open" OR [Changes - Previous value]="new")
    AND [Comment present] = TRUE
    AND [Comment public] = TRUE
    AND [Updater role] != "End-user")
    THEN Value(Field changes time (min))
    ENDIF

    It calculates the time between the ticket status updates - from the customer reply to agent reply with a ticket status update.  (From Open to Ticket statu change + Public comment) 

     

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  • Martin Fricke
    Ações de comentário Permalink

    Thank you Maksims.

    That is really helpful! And I see your point of looking only at the time between answers. That's what I initially looked for.

    Cheers.

    0

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