Hi,
While investigating our FRT, we realised the data is not correct if we are using Updated Ticket as a metric. It shows us somewhat correct picture when we select Solved Tickets.
But our concern is We want to use FR time to understandbroader range of tickets where it may not have been solved but was updated
Any insights would be appreciated.
Thanks
First Reply Time In Explore
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Apologies to hear as you are seeing incorrect data of your FRT. But the First reply time metric can be used with Tickets dataset, not the Updates dataset. Please note that the First reply time metrics calculates the duration between when the ticket was created and the first public agent reply on the ticket. So, those tickets that has been updated without the agent reply will not be calculated Meanwhile, you can try our Explore recipe: Reporting on first reply time for your reference.
I hope this helps! Thank you!