Aligning Zendesk Explore Report Metrics
Learn how to make sense of your Zendesk Explore report by filtering for solved or closed tickets in your metrics.
Why might my Zendesk Explore report numbers not make sense?
If your Zendesk Explore report numbers don't make sense, it might be due to unsolved tickets not being included in the resolution metrics. Filtering for only solved or closed tickets in both 'resolution' and 'first reply' can help align your numbers. This ensures that only relevant tickets are considered in your metrics, providing a clearer picture of your support performance.
For more details, refer to the originalZendesk article.
More related questions
Why is my First reply time higher than First resolution time in Zendesk Explore?
This discrepancy often occurs when tickets are solved without an agent reply. If a ticket is created and immediately solved, or if a business rule automatically solves it, the First resolution time will be low, while the First reply time may not be…
How can I adjust my Zendesk Explore report for tickets solved without an agent reply?
To adjust your report for tickets solved without an agent reply, you can create a custom metric or filter your report. Tickets that are automatically solved or solved immediately after creation can skew your First resolution time, making it lower…
What causes a lower average First resolution time in Zendesk Explore?
A lower average First resolution time is often caused by tickets being solved automatically or immediately after creation without an agent reply. These tickets have a low First resolution time and do not contribute to the First reply time average,…
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Zeffy
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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