Hello,
Is there a way or any existing Metric to calculate the SLA from First Assignment to First Public Reply as attached below? as the current SLA is being calculated from the time the ticket is assigned to the Queue and not to the agent as it might remain New for some time before it is being assigned to an agent which still being counted towards the agent once it is assigned to him.
Attached screenshots for your reference.
Hey
I think you can implement this by adding one of the following Conditions under the SLA:
That was the SLA only activates on tickets with an Assignee or tickets that have their status on Open, so it ignores tickets with no assignee or tickets on status New.
You might have to work around this depending on your setup for following responses but it should work for First Reply Time at least.
Hey
Not sure what channel do you have, but for Messaging you can calculate this easily by buidling a custom metric: First reply time - First assignment time.
See more metrics here. https://support.zendesk.com/hc/en-us/articles/4724624097818-Metrics-and-attributes-for-Zendesk-messaging
Thank you all for your replies.
I was trying to do it for the Emails, as it is already there for the Messaging but was not able yo do it for incoming emails.
Thank you all for your replies.
I was trying to do it for the Emails, as it is already there for the Messaging but was not able yo do it for incoming emails.
Hey! Same metrics are available for Tickets dataset as well! https://support.zendesk.com/hc/en-us/articles/4408827693594-Metrics-and-attributes-for-Zendesk-Support#topic_sq4_mhq_4y
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