Average first response time in Analytics (Helpdesk Performance)

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The Average 1st response time widgets in the Helpdesk Performance report shows the average time taken by the agent to send the first response to a ticket and the time split with respect to the ticket properties like Source, Status, Priority, etc. Only the tickets whose first response was sent during the selected time period will be taken into account. They may have been created anytime (inside and outside the selected time period).

Average 1st response time = Total time taken to send the first response during the selected time period divided by the number of tickets whose first responses were sent in the selected time period.

Note: For outbound emails, the first response time is considered only if the customer responds to the initial email. The agent's first response will be the reply made to the customer's response to the initial email. The Average first response time will be calculated based on this

Ticket filters

The Helpdesk Performance report can be filtered based on all the ticket properties, default and custom, including Tags. Using filters, you can see which agent or group is more efficient when it comes to first responses.

Note: When you filter the report based on Agent/Group, the tickets are displayed based on who sent the response rather than who the ticket is assigned to.

This also lets you mix and match different properties and metrics. For example, you can see how many high priority tickets created during the selected period still have 'Open' status. Or which 'Type' of tickets were created through the Social channels during the selected period.

Avg 1st response time split by Source

This widget shows the average first response time during the selected period for each source. You can make sure that the time-sensitive channels like  Facebook, and Chat have a very low average first response time. You can also single out channels whose average first response time is greater than the first response SLA and use filters to find out which Agent/Group is taking too much time to respond.

Avg 1st response time split by Priority

This widget shows the average first response time during the selected period for each priority. You will be able to see if the 'Urgent' and 'High' priority tickets are responded to immediately. 

Avg 1st response time split by Type

This widget will give you the average first response time during the selected period for each type. You can find out which type of tickets has the highest avg 1st response time and help out your agents by providing first response templates for those type of tickets.

Avg 1st response time split by Custom Property (Estate +)

This widget will give you the average first response time during the selected period for each value of your custom property. If you have multiple custom properties, you can choose any of them from the drop-down and see the avg first response time of each property value. Please note that custom text fields will not be available in the dropdown for the selection.