Reply Time metrics after assigning to different group

Hey Fabrice, curious of others reply, but I haven't figured out a great way to break down wait times and reply times per agent assigned in a ticket.  These metrics - first reply time, wait time, etc. only exist in the ticket dataset and you would want to use the ticket update dataset to find this answer - the time the ticket spends with the agent currently assigned.  

Having said this, you can get quite a bit of information about the ticket and the activity while assigned from the ticket updates dataset if you want to start playing around there.  I recommend the "changes" fields - you can use this to filter/group changes from assignee or group as well as ticket status. 

Thanks for the suggestion Hillary. I see what you're suggesting however, as you mentioned, it doesn't exactly cover what I'm looking for. 

Surely there must be a way to measure response times once a ticket is escalated to a different group or support tier? I would have thought that it's standard practice to measure this?

I've witnessed several asking for this type of metric.  Here is a feedback post if you wanted to add additional comments or upvote: https://support.zendesk.com/hc/en-us/community/posts/360029385854-Add-Minimum-Date-Function-to-Formula-Builder-to-Identify-First-Time-A-Ticket-was-Assigned-to-Person

Otherwise, I encourage you to post your own feedback here: https://support.zendesk.com/hc/en-us/community/topics/360001200913

In the meantime, here are some potential recipe articles with alternative ideas in case this would get you closer and work out for your workflows:

Reporting on the duration of fields: https://support.zendesk.com/hc/en-us/articles/360034119833-Explore-recipe-Reporting-on-the-duration-of-fields#topic_y1x_rzb_l3b

Getting times based on tags: https://support.zendesk.com/hc/en-us/articles/360034980073-Explore-recipe-Getting-resolution-times-first-reply-first-resolution-and-full-resolution-based-on-tags

I would also love to be able to report on first reply time after a ticket is assigned to a new group. Has there been any news on this?

Same here. This is a basic function that needs to be added to Explore.

We also have a need for this functionality. Our goal is to have a measure of the time that our Tier 2 team spends on each ticket, not reflecting Pending time but actual agent work time.  Unfortunately Zendesk's time tracking app (via Tymeshift) has never been accurate for our Tier 2 team because it depends on the page remaining open on the agent's browser. Our Tier 2 team tends to use multiple tools that take them away from the page, so the numbers counted by the app are inaccurate. We also can't use the Group Ownership Time SLA to solve for this because we are specifically looking for the time that an agent works on the ticket and don't want to count Pending time toward that metric.

I'm surprised that there isn't an option for this given that Zendesk also operates with tiered support and surely their teams have this need as well. 

+1 to this.

I would agree with the group here that this is something which would be extremely useful for the customers who have a tiered support setup. The ability to utilize time metrics to measure the response/resolution times etc for each of those tiers accurately should be something which should be added by Zendesk to Explore.

+1 for this also, hoping someone can writeup a metric that could achieve this :)  

+1 We'd love to see the ability to track FRT after a ticket is assigned to a new group.