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Replicating FRT measure in Looker

  • April 21, 2022
  • 1 reply
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Paulius

Hey!

Our team is trying to replicate some of Zendesk dashboards in Looker and we are hitting a wall when calculating measures by ourselves in Looker.

For example, we are trying to calculate First Response Time. We have already tried 3 solutions:

  1. Calculating the difference between status closed or solved date and ticket creation date (this was the most accurate but still not accurate enough)
  2. Calculating the difference between any status and ticket creation date (not accurate at all)
  3. Adding first_reply_time (that dimension we get from Zendesk to our database) to ticket creation date (not accurate at all)

Has anybody had the same issue? What are our options? Can we somehow extract those measures from Zendesk to our database?

    1 reply

    Greg29
    • Greg29
    • April 21, 2022
    Hi Paulius! We explain how first reply time is calculated in this article. In your examples, you're not calculating agent responses, you're calculating the time between creation and a status change. Regarding the third option, which API are you pulling first_reply_time from? I'd like to see if there is a better option for you, as gathering this metric from our APIs is admittedly not the easiest thing to put together. 
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