Hi,
In our model, our first line team receive all inbound tickets and then escalate to various teams based on the issue. We have first reply time SLAs and metrics for the initial response from the first line team, but I also want to report on the performance of the team being escalated to - is this possible?
I guess we'd need something like a timestamp of the first time it was assigned to Group X and then a timestamp of the first agent comment when assigned to Group X?
Thanks for your question!
Currently, it’s not possible in Zendesk Explore to create a date difference formula between two calculated attributes, such as the timestamp when a ticket was first assigned to Group X and the timestamp of the first agent comment within that group. Explore does not support DATE_DIFF calculations between two custom or calculated date attributes.
For more details, you can refer to this community discussion here: DATE_DIFF Between 2 Custom Attributes.
Because of this limitation, measuring the elapsed time between these two specific events in Explore isn’t feasible at the moment. You might need to consider alternative tools or methods outside Explore to capture and analyze this kind of data.