Single-event metrics in Zendesk record only one value for the entire ticket. Metrics like First reply time, First resolution time, and Full resolution time use the schedule at the time of the relevant event and apply it for the full duration of the ticket.
This means that single-event metrics will use only one schedule in their business hours value, even if the ticket schedule changes. This approach simplifies the calculation by not recalculating based on any schedule changes after the event.
Multi-event metrics in Zendesk are based on ticket status and record their values in events throughout the ticket lifecycle. These metrics, such as Agent wait time, Requester wait time, and On-hold time, add events to a running total as ticket…
Discrepancies in Zendesk business hour reports can occur if there are changes in schedules that affect the metrics. Multi-event metrics may include multiple schedules in the business hours total, while single-event metrics use only one schedule. If…
If you see negative values when subtracting time duration metrics during business hours in Zendesk, it might be due to discrepancies in schedule changes. Multi-event metrics can include multiple schedules, which might lead to unexpected results. To…