Difference Between First and Last Assignment Metrics
How does 'First assignment to first resolution time' differ from 'Last assignment to resolution time'?
The 'First assignment to first resolution time' measures the time from when a ticket is first assigned to when it is first resolved. In contrast, 'Last assignment to resolution time' measures the time from the last assignment to the ticket's resolution.
This difference is crucial when tickets are reassigned multiple times. The first metric focuses on the initial assignment, while the latter considers the final assignment before resolution. This can affect how you interpret ticket handling efficiency and escalation processes.
More related questions
How do I create a report for first assignment to first resolution time in Zendesk Explore?
Creating a report for first assignment to first resolution time in Zendesk Explore is straightforward. You'll need to use the report builder to calculate the average time between when a ticket is first assigned and when it is first resolved. To…
What skill level is required to create a first assignment to first resolution report in Zendesk?
Creating a first assignment to first resolution report in Zendesk requires a moderate skill level. This task involves using Zendesk Explore's report builder and understanding how to create and apply calculated metrics. You'll need to have Editor or…
Can I calculate first assignment to resolution time using business hours in Zendesk?
Currently, Zendesk Explore does not support calculating first assignment to resolution time using business hours. The calculation is based on calendar hours. While there is a business hours metric for resolution time, the first assignment time is…
Is it possible to get the first resolution time as a date in Zendesk Explore?
As of now, Zendesk Explore does not provide a direct way to get the first resolution time as a date. The current options do not support this feature. However, Zendesk is working on adding options similar to MIN/MAX that were available in Insights,…
Can I track time between multiple assignments and resolution in Zendesk Explore?
Currently, Zendesk Explore does not natively support tracking time between multiple assignments and resolution. You might need to create a custom metric for this purpose. While there are articles on tracking ticket assignments and reassignments,…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
