Average first assign time in Analytics (Helpdesk Performance)

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The 'Average first Assign time' widgets in the Helpdesk Performance report shows the average time taken for tickets to be assigned to an agent and the time split with respect to the ticket properties like Source, Status, Priority, etc. Only the tickets that were assigned to someone for the first time during the selected time period will be taken into account. Reassigns will not be included. The tickets may have been created anytime (inside and outside the selected time period). 

Average first assign time = Total time taken to assign tickets for the first time divided by the number of tickets that were assigned to an agent during the selected time period.

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 if your agents/groups are efficiently picking up tickets.

This also lets you mix and match different properties and metrics. For example, you can see which type of tickets have the highest average 1st assign time and which group were responsible for those tickets.

Average 1st assign time split by Source

This widget shows the average time taken to assign tickets with respect to each source during the selected time period. You can check for the specific source of the tickets which have the highest 1st assign time and deep-dive to figure out the factors which affect the ticket assignment.

Average 1st assign time split by Priority

This widget shows the average time taken to assign tickets with respect to each priority during the selected time period. The average time to assign should decrease as the priority increases. 

Average 1st assign time split by Type

This widget gives you the average time taken to assign tickets with respect to each type during the selected time period. This widget helps you find out what type of tickets take the longest time to assign so you can set up automation rules accordingly. For example, if tickets of type 'Feature request' take the longest to assign, you can set up rules in such a way that all the feature requests are assigned to one particular agent automatically.

Average 1st assign time split by Custom Property (Estate +)

This widget gives you the average time taken to assign tickets with respect to each custom property value during the selected time period. If you have multiple custom properties, you can choose any of them from the dropdown and see the average 1st assign time of each property value. Please note that custom text fields will not be available in the dropdown for the selection.