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Andrea18
October 28, 2022
Question

AVG First reply time in Dashboard: which time filter?

  • October 28, 2022
  • 2 replies
  • 24 views

Hi!

I am trying to display the AVG first reply time in my dashboard (like it used to be displayed before the update).

I have created a report with AVG(First reply time(hrs)) and added it to the Dashboard.

I want to apply a filter on the tab where I will display this result, the tab will also include more information about the tickets depending on this first contact ticket.

Should I use the time filter in my dashboard on "Time created" or "Time solved"? I get quite a different result depending on that.

Thank you for your help!

    2 replies

    Alex89
    Alex89Employee
    Employee
    October 28, 2022
    Hey Andrea,
     
    I would check out the article Best practices for using dashboard filters just for better understanding on how to use dashboard filters. Though for first reply time generally I would recommend using the ticket created time filter as this will pull in tickets that were created in your time frame which gives you a better understanding of how the first reply time is being handled. Using ticket solved could potentially be pulling in tickets from all different ticket creation times which might make the first reply time metric not exactly what you are looking for.
     
    Let me know if you have any further questions.
     
    Best regards,
      A
      Andrea18Author
      October 31, 2022

      Super! Thank you for your answer!

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