Dataset for Reporting First Reply Time in Zendesk
Discover which dataset to use for reporting on first reply time in Zendesk, focusing on business hours.
What dataset should I use to report on first reply time in Zendesk?
To report on first reply time in Zendesk, you should use the Support - Tickets dataset. This dataset, combined with the First reply time - Business hours (min) metric, allows you to create reports that focus on the time it takes for the first reply during your business hours.
This approach is particularly useful if you want to analyze response times within specific time frames, such as Monday to Friday. For more detailed guidance, check out the article 'Explore recipe: Reporting on first reply time'.
More related questions
How can I report on first reply time during business hours in Zendesk?
You can report on first reply time within business hours using Zendesk Explore. To do this, utilize the Support - Tickets dataset along with the First reply time - Business hours (min) metric in your report. This allows you to focus on the time it…
Can I target business hours with Service Level Agreement metrics in Zendesk?
Yes, you can target business hours with Service Level Agreement (SLA) metrics in Zendesk. These metrics allow you to focus on performance during your specified business hours, ensuring that your team meets the expected service levels. For more…
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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.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
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