We want to track total average response time (not just avg first reply time) for a subset of tickets (Plan type = custom field) How would we build this in Explore?
Average response time total for certain tickets
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Hi Daniel!
Does this take into account average wait time between replies?
Hi Abby,
Requester wait time is the time the requester was waiting for a response from an agent. When an agent responded, the ticket should be in Pending, so the requester wait time takes into consideration how long a ticket was on New, Open and On hold.
Then, you have different aggregators that you can use in the metric, one of those is AVG (average)
Let me know if you have any other questions,
Requester wait time is the time the requester was waiting for a response from an agent. When an agent responded, the ticket should be in Pending, so the requester wait time takes into consideration how long a ticket was on New, Open and On hold.
Then, you have different aggregators that you can use in the metric, one of those is AVG (average)
Let me know if you have any other questions,
The needed info here is the average reply time, not requester wait time,
Eg: A client sent a message, first reply was 5 seconds
The client replied, the agent replied within 10 sec
Another message from the client on the same thread bu the agent replied within 15 seconds
The average reply time here is 10 seconds
How ca we get this info from the reports?
We are also interested on tracking the average reply time and not the requester wait time. Is there a way to achieve this in Explore?
Hello TalentLMS Support,
Regrettably, we do not have a native metric for average reply time. The nearest alternative we have is the one provided by my colleague, which measures the requester wait time. This metric calculates the duration the ticket remains in the new, open, and on-hold statuses—statuses where the customer is awaiting a response from an agent.
A related issue was also answered here - Average Ticket Response Time.
Additionally, if you aim to assess the time an agent takes before providing a response or making an update to a ticket, you might want to explore our Time tracking app here - Time Tracking app - Metrics you need to be measuring.
Regrettably, we do not have a native metric for average reply time. The nearest alternative we have is the one provided by my colleague, which measures the requester wait time. This metric calculates the duration the ticket remains in the new, open, and on-hold statuses—statuses where the customer is awaiting a response from an agent.
A related issue was also answered here - Average Ticket Response Time.
Additionally, if you aim to assess the time an agent takes before providing a response or making an update to a ticket, you might want to explore our Time tracking app here - Time Tracking app - Metrics you need to be measuring.
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Thank you for your question.
What I understand from your question is that you want to see the Requester wait time (average) and you would like to filter only tickets with a certain value to a custom field.
Creating a new Query in Explore dataset Ticket [Default] will give you the option to choose Requester wait time (that is basically what you refer to as total average response time).
Once this is created add to filter your custom field and any attribute you want to see:
I hope it helps and feel free to point out if I am missing something here.