Factors Affecting First Reply Time in Zendesk
What factors can affect the first reply time in Zendesk?
Several factors can affect the first reply time in Zendesk, including agent performance and ticket volume.
If agents are not performing at their best, you might notice a decrease in acceptance rate or an increase in offers per ticket. Bandwidth issues can also lead to longer first reply times. It's important to consider these factors when analyzing your report to understand the underlying causes of any changes in reply time.
More related questions
How can I report on first reply time for messaging tickets in Zendesk?
To report on first reply time for messaging tickets in Zendesk, you need to use Zendesk Explore. This involves creating a new report using the Chat - Messaging tickets dataset and selecting the appropriate metrics and attributes. Start by clicking…
What do I need to create a first reply time report in Zendesk?
To create a first reply time report in Zendesk, you'll need Zendesk Explore Professional or Enterprise, along with Editor or Admin permissions. Additionally, you'll need access to messaging ticket data. The process is beginner-friendly and should…
How can I interpret the first reply time report in Zendesk?
Interpreting the first reply time report involves understanding its relationship with ticket volume and support team performance. An increase in first reply time could indicate issues such as agents not performing optimally or bandwidth problems….
Can I view first reply time in business hours only in Zendesk?
Yes, you can view first reply time in business hours only by selecting the appropriate metric in Zendesk Explore. When creating your report, choose the 'First reply time - Business hours (sec)' metric instead of the standard 'First reply time…
How can I enable drill-in for my Zendesk report?
To enable drill-in for your Zendesk report, you need to adjust the chart configuration settings. After creating your report, click the Chart configuration menu and select 'Drill in'. Then, enable drill-in and add the attributes you want viewers to…
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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?”
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“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.”
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