We're currently using On-Hold Time as our main metric when it comes to measuring how fast our internal teams are responding.
Currently, the On-Hold Time metric counts the cumulative time a ticket has spent in the On-Hold status.
We want to obtain the average difference in the intervals of the responses from our internal teams (through agent comments (either public or private)). How can we do this?
Thank you for your support!
Measuring the average time between internal team responses through agent comments is a bit different from cumulative On-Hold Time. To achieve this in Zendesk, you can try the following approach:
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If you don’t have an out-of-the-box metric for this, you might need to use Zendesk’s raw data via the API or set up custom event tracking to pull comment timestamps and then calculate the intervals externally.Use Zendesk Explore to create a custom metric that calculates the time difference between consecutive agent comments on a ticket. This will measure the intervals between internal responses regardless of whether they are public or private.
You may want to filter by comment type to include both public and private agent comments.
Aggregate these time differences to calculate an average response interval per team or agent.
I hope this helps!