Importance of Tracking Subsequent Reply Times
Why is tracking subsequent reply times important?
Tracking subsequent reply times is crucial for understanding customer service efficiency. It helps businesses gauge how quickly agents respond after the initial interaction.
Many businesses find this metric important as it provides insights into the overall responsiveness of their support team. However, as of now, Zendesk Explore does not support this feature, which has led to discussions about its importance in the community.
More related questions
Can I track second or third reply time in Zendesk Explore?
No, you cannot track second or third reply times in Zendesk Explore. While first reply time is a standard metric, subsequent reply times are not captured by Explore's metrics. This means that the duration between the first end-user response and the…
Are there any plans to add subsequent reply time tracking in Zendesk Explore?
Currently, there are no official plans announced by Zendesk to add subsequent reply time tracking in Explore. Many users have expressed interest in this feature. The community has highlighted the need for this metric, as it would provide a more…
How can I calculate Next Reply Time for async channels in Zendesk?
You can calculate Next Reply Time for async channels by leveraging Zendesk Support and Explore, though there are some limitations. A community tip suggests a method that doesn't rely on ticket status changes in the metric formula. While not…
Can I track the time between ticket escalation and agent response in Zendesk?
Tracking the time between ticket escalation and the new agent's first response isn't directly supported in Zendesk Explore. However, users often seek ways to measure this to improve service efficiency. While not straightforward, some users have…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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