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Elise12
Elise12
June 22, 2022
Question

Response time in SMS messages

  • June 22, 2022
  • 1 reply
  • 25 views

How can I locate the data needed to measure response time within 1min? I have run the report for average response time, however, I am not getting a granular result. I am only seeing that it is either 1min or 0min. 

How can I create a report to locate the response time in seconds? Also an average of response time within 1min for the team?

    1 reply

    Dane13
    Dane13Employee
    Employee
    July 8, 2022
    Hi Elise, 
     
    Based on Metrics and attributes for Zendesk Support, the shortest measurement for first reply time is in minutes. However, you can create your own calculated metric like the one below. 
     

     
    Hope this helps!
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