First Response after Assigned Time represents the time between when a ticket is first assigned to an agent and when the first public reply is sent. In tymeshift's reporting, First Response after Assigned Time is represented as an average within the reporting criteria selected.
Formula: Time of first public reply - Time ticket was first assigned to an agent
= First Response after Assigned Time
Note: First Response after Assigned Time does not account for any business hours you have configured in Zendesk. Rather, it represents the total clock time between when a ticket was first assigned and when the first reply is sent, regardless of the time your support organization is open.
Example:
- A ticket is assigned to someone
- A public reply on the ticket is sent by an agent
The time between those two actions represents the First Response after Assigned Time for a ticket
Common uses of First Response after Assigned Time
This metric is a great way to understand, on average, how long it takes for a reply to be sent after a ticket is assigned to an agent. Many consider this a more fair way to grade an agent's first reply time performance since
Downfalls of First Response after Assigned Time
This metric only measures the time of the first reply after a ticket is assigned. Thus, this metric won't give you any visibility into how long subsequent replies take. Additionally, a ticket must be assigned to someone in order for this metric to work.
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