Understanding Multi-Event Metrics in Zendesk
What are multi-event metrics in Zendesk?
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 statuses change. They capture the schedule at the time of the status change to determine business hours for that event.
This means that multi-event metrics may include multiple schedules in the business hours total, as they do not recalculate earlier status change events. For more details, you can refer to the originalZendesk article.
More related questions
How do single-event metrics work in Zendesk?
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…
Why might I see discrepancies in Zendesk business hour reports?
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…
What should I do if I see negative values in Zendesk time duration metrics?
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…
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