We are using "First assignment to resolution time" to evaluate our agents' performance.
However, it is only for calendar hour, so some data value is being counted too much high because of tickets which had been replied next day.
So I would like to see "First assignment to resolution time - Business hour". (I have got feedback from Zendesk Customer Advocate that it is different from First resolution time or Full resolution time)
wanted to see if this had an ETA
This what we would very much need. Our first assignment on support tickets is usually within the same week, so the calendar hours count too high waiting time as it should show within business hours. I dont see the problem here why the first assignment time could not be calculated with business hours as other metrics provide that.
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This is a great feature request, but there is no simple solution to calculate this metric in business hours because we are currently simply calculating the time between two timestamps in Explore, which can only be done in calendar hours. I have added this request to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.