Calculate Average First Reply Time in Zendesk
How can I calculate the average first reply time in Zendesk?
To calculate the average first reply time in Zendesk, you need to create a report in Explore.
Start by clicking the reports icon in Explore, then select 'New report'. Choose the 'Support - Tickets' dataset and click 'Start report'. Add the metric 'Duration between events - Calendar hours (min) > First reply time (min)' to measure the average first reply time in minutes. Filter the report to show only the average first reply time for agents by adding the 'Assignee role' attribute and selecting 'Agent'. Save this report for future reference.
For more details, check out the originalZendesk help article.
More related questions
How do I create a report for tickets exceeding average first reply time?
Creating a report for tickets that exceed the average first reply time involves using a calculated metric in Explore. First, use the average first reply time from your previous report. In Explore, click 'New report' and select the 'Support -…
What permissions are needed to create reports in Zendesk Explore?
To create reports in Zendesk Explore, you need to have Editor or Admin permissions. These permissions allow you to access the necessary tools and datasets within Explore to build and customize reports. If you don't have these permissions, you may…
What skill level is required to create these Zendesk reports?
Creating these Zendesk reports requires an intermediate skill level. The process involves using Zendesk Explore to build and customize reports, which may require familiarity with the platform's interface and features. The steps are straightforward…
How long does it take to create these reports in Zendesk?
Creating these reports in Zendesk typically takes about 15 minutes. This time estimate assumes you have the necessary permissions and a basic understanding of how to use Zendesk Explore. The process involves setting up metrics and attributes, and…
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