calculated measures: Duration before first assignement in Business Hours

已回答

Alexandre DRAGUT

已于 2021年8月27日发布

Hi,

I would like this measure "Duration before first assignment" in Business Hours.

For now, i start with this formula:

DATE_DIFF(First assignment of ticket - Horodatage], [Created tickets - Horodatage], "nb_of_hours")

But I don't know how to add this value.

5 条评论

日期

Gab Guinto

Zendesk Customer Care

2021年9月09日

Hi Alexandre,

Unfortunately, it is not possible to measure the time until first assignment in business hours. At this time, these are the only metrics available in business hours:

But, you'd still be able to get the duration (in calendar hours) between ticket creation and first assignment. Just use the default First assignment time metric in your report.

-4

Brandon Wang

2024年3月13日

I'm also trying to figure this out and still cannot find any solution to "Duration before first assignment" in Business Hours. Any suggestion other than above?

Dave Garofalo

2024年3月14日

Same here, my support reps are only assigned 3 tickets at a time, so some tickets stay in queue until they are assigned to a rep and I don't want to count queue time in first reply.

James G

Zendesk Customer Care

2024年3月30日

Hello Brandon and Dave,

I'm afraid there isn't another solution available at the moment apart from the one my colleague mentioned. Our suggestion for now is to convert that data into calendar hours.