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Target Business Hours with SLA Metrics in Zendesk

Learn how to target business hours using SLA metrics in Zendesk to ensure your team meets service levels.

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 information on how to set up and use these metrics, you can refer to the article 'Metrics and attributes for Zendesk Support'. This will provide you with a comprehensive understanding of how to leverage SLA metrics effectively.


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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…

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