Ability to display 'Requester Wait Time' vs 'Agent Work Time' in SLA column in view | Community
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Ability to display 'Requester Wait Time' vs 'Agent Work Time' in SLA column in view

  • February 16, 2023
  • 6 replies
  • 0 views
Pierre-Luc

Hi there,

Currently in my 'View' I have added a column with Next SLA breach. It's working well, and it shows 'Agent Work Time' remaining in calendar hours.

Is there a way to change this view so that it displays 'Requester Wait Time'?

It's weird because this old post says the opposite:

https://support.zendesk.com/hc/en-us/community/posts/4411171685402-Feature-Request-Choose-to-display-the-Agent-Work-Time-SLA-value-in-Tickets-Views?input_string=Ability%20to%20display%20%27Requester%20Wait%20Time%27%20vs%20%27Agent%20Work%20Time%27%20in%20SLA%20column%20in%20view

So now I am a little confused, but I think I searched everything I could search but have not been able to find an answer :-).

Thanks!

 

    6 replies

    Jahn11
    • Jahn11
    • February 16, 2023

    Hi Pierre-Luc Bisaillon - what SLA are using as of the moment? 

    First Reply Time or Requester Wait time? 

    You might be using First Reply Time hence not showing as Requester Wait Time. 

    Pierre-Luc
    • Pierre-Luc
    • Author
    • February 16, 2023

    Hi @jahn11 thanks for the comment!

    How would I find which SLA I am using?

    Currently on my SLA page, I don't have a First Reply Time defined (field is empty).

    But I have a 'Requester Wait Time' and an 'Agent Work Time' defined.

    Again, in the SLA column in my view I see 'Agent Work Time' SLA, but I want to see 'Requester Wait Time' SLA.

    Thanks!

    Jahn11
    • Jahn11
    • February 16, 2023

    Go to Admin Centre>Objects and Rules>Service Level Agreements then you will see this SLA selection

    Pierre-Luc
    • Pierre-Luc
    • Author
    • February 16, 2023

    Yes I am familiar with the SLA section, that's where they are defined.

    First Reply Time - empty

    Requester Wait Time - 48h

    Agent Work Time - 12h

    Then in Views, I add the column 'Next SLA breach' and it shows the Agent Work Time in the column.

    I would like to see the Requester Wait Time in the column.

    Anyway to change that? 

     

    Jahn11
    • Jahn11
    • February 16, 2023

    I got you now so basically instead of seeing the Agent Work Time, you want to add another column for the Requester Wait time, right? 

    Not sure if we can change that but since you have 2 active SLA per ticket, have you tried hovering to the SLA number, that's the only thing I can think of atm but let us wait from @zendesk42 if they have some other suggestion. 

    Pierre-Luc
    • Pierre-Luc
    • Author
    • February 16, 2023

    Thanks @charles46

    You are correct - either another column for Requester Wait Time, or replace this one (which has Agent Work Time), with Requester Wait Time.

    Yes, I can see it when I hover over the SLA number - but would love to see it live. Basically we have a 48h SLA with our customers, so I want to make sure we see when we are about to break this, live on the View.

    Thanks!

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