Report on First Reply Time in Business Hours - Frequently asked questions
Discover how to report on first reply time during business hours, like Monday to Friday. Find answers to common questions about setting up and analyzing this metric.
Frequently asked 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…
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…
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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“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
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Read Zeffy's case study
“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.”
Conrad Jones CX and Service Leader
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
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